Front Desk & Guest Services Leader

Hilton; Oro Valley (AZ); On-site; USD 42,000 - 64,000; Full time

Job summary

Hilton is seeking a Front Office/Guest Services supervisor to assist the Director of Front Office in managing guest service operations. Responsibilities include training and supervising Guest Services Agents, Front Desk Agents, and night auditors, and overseeing guest registration.

You will schedule staff, monitor labor costs, resolve guest complaints, and ensure adherence to hotel procedures for accounting, security, and emergency responses.

Responsibilities

• Assists in the training and supervision of all Guest Services Agents, Front Desk Agents and night auditors;
• Oversees and participates in guest registration.
• Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
• Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
• Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
• Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
• Provides a professional image at all times through appearance and dress.
• Follows company policies and procedures and is able to effectively communicate them to subordinates.
• Assists in hiring of staff using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
• Assist in training classes regarding safety, security, department procedures and service guidelines.
• Keeps business center stocked daily
• May attend bi-weekly management staff meetings in absence of Director of Front Office

Job description

Hilton is seeking a Front Office/Guest Services supervisor to assist the Director of Front Office in managing guest service operations. Responsibilities include training and supervising Guest Services Agents, Front Desk Agents, and night auditors, and overseeing guest registration.

You will schedule staff, monitor labor costs, resolve guest complaints, and ensure adherence to hotel procedures for accounting, security, and emergency responses.