Hotel Front Desk Supervisor

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The Embassy Suites by Hilton, located near the Charlotte Airport, is hiring for a full-time Front Desk Supervisor. The person hired for this position will need flexibility to work any shift; weekday and weekend availability is required.

PRIMARY PURPOSE: The Front Desk Supervisor is responsible for assisting the AGM and GM by helping to oversee the daily operations of the front desk, ensuring efficient and smooth processes. To perform assigned tasks such as training, mentoring, and motivating Front Desk Associates to deliver outstanding service.

RESPONSIBILITIES

• Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service; and ensuring the overall guest experience meets the Brand Standards and SREE Hotel guidelines
• Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations
• Works with the hotel AGM and GM to achieve and exceed guest satisfaction scores. Address any training or performance deficiencies in this area immediately
• Ensure required reports are created and published in a timely manner; and of a quality that can be shared with senior management and corporate officers
• Supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
• Control cash transactions at the front desk and maintain responsibility for personal bank
• Ensures safety by following guest check in and security procedures and report suspicious activity to AGM and GM
• Resolve customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
• Assist the GM and AGM in interviewing and selecting potential new hires in accordance with the company’s Equal Opportunity policies

REQUIREMENTS

• High school diploma (Post-secondary degree or certification in Hospitality Management preferred)
• 1-3 years hotel experience working as a Front Desk associate
• Previous supervisory experience preferred
• Experience using hotel reservation system such as FOSSE or OnQ is a plus
• Organization skills and attention to detail
• Friendly and customer service oriented
• Good interpersonal and problem solving skills
• Ability to work weekends is required
• 1st, 2nd, 3rd shift flexibility is required

JOB SETTING AND PHYSICAL DEMANDS

Employees in this position work primarily indoors. To perform the job successfully the candidate must be able to use a computer and other standard office equipment, talk to customers on the phone, and maintain a calm demeanor when dealing with customer issues. Employees must also be able to walk and stand for long periods of time. Fluency in the English language and the ability to speak, hear, read and write are required as is the ability to work any hours/days of the week necessary to meet business requirements.

Disclaimer

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions (as covered under the Americans with Disabilities Act) expected of people assigned to this position. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. All employees may be required to perform activities outside of their normal job responsibilities from time to time as needed.

EOE - All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability or veteran status.