Front Desk Supervisor

Hei Hotels Inc.; Austin (TX); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Paid time off after 90 days

401(k) with employer match

Hotel room discount programs

Job summary

The DoubleTree by Hilton Austin, operated by HEI Hotels and Resorts, seeks an experienced Front Office professional to assist the Front Office Manager in overseeing daily operations and ensuring guest satisfaction.

The role emphasizes strong communication, customer service, and mathematical skills, with opportunities to support brand-specific programs and contribute to a professional, respectful workplace.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers with tact and diplomacy.
• Basic mathematical skills and ability to perform moderately complex calculations.
• Ability to input information using a moderately complex computer system.

Responsibilities

• Assist the Front Office Manager in managing daily Front Office operations.
• Greet guests with a warm, sincere welcome and provide information on local attractions.
• Input and retrieve guest information and process registrations and check-outs.
• Balance cash, process payments, and balance an assigned house bank.

Skills

Customer service

Hospitality

Communication skills

Mathematical skills

Computer literacy

Emergency awareness

Teamwork

Job description

About Us

The beautiful Doubletree by Hilton Austin will turn 40 years old this year, but with a new renovation, she is looking better than ever. The charming property, with its Spanish Colonial design and contemporary decor, makes it a great place for guests and associates looking for an upscale work experience. We pride ourselves and creating a fun, but professional work environment with a culture of recognition, support, and respect. For many years we have maintained excellent associate feedback ratings and over 20% of our team members have 10 or more years with us. Managed by HEI Hospitality, we offer an exceptional benefit package including a robust and flexible paid time off plan available to you after only 90 days. We have a choice of 4 prominent healthcare plans with options to meet anyone’s needs and are available to you the first of the month after you start. We maintain an industry-leading 401K plan with a generous employer match of 4% on every 5% you contribute with no vesting period.

We value U.S. military experience and invite all qualified military candidates to apply. We welcome all qualified military candidates and invite them to apply.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our “love” to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We’re always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we’re able to provide our associates with a truly unique opportunity to grow and build their future.

Compensation

Salary Range: $19.00 - $21.00

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Assign and instruct guest service agents in details of work.
• Observes performance and encourages improvement.
• Greet guests immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
• Promote HEI Hotels and Resorts and brand-specific marketing programs.
• Make appropriate selection of rooms based on guest needs.
• Code electronic keys.
• Nonverbally confirm the room number and rate.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Close out guest accounts at time of check out.
• Verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler’s checks and other forms of payment.
• Perform accurate moderately complex arithmetic functions using a calculator.
• Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice.
• Input messages into the computer.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Communicate both verbally and in writing to provide clear direction to staff.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job-related duties as assigned.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations with or without reasonable accommodation.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

• Choice of 4 prominent healthcare plans with options to meet anyone’s needs and are available to you the first of the month after you start.
• Robust and flexible paid time off plan available to you after only 90 days.
• Industry-leading 401K plan with a generous employer match of 4% on every 5% you contribute with no vesting period.
• In addition, 401(k) Savings Plan with matching funds.
• Pet insurance through the ASPCA.
• Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs.
• Supplemental, Spousal and Child Life insurance.
• Short and Long-Term Disability plans.
• Hotel Room Discount programs and 'YouDecide' discount programs.
• HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.