Front Desk Supervisor

DoubleTree by Hilton Washington Dulles Airport; Herndon (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

The DoubleTree by Hilton Washington Dulles Airport is seeking a Front Desk Supervisor to lead guest service agents and ensure smooth operations at the front desk from check-in to check-out.

You will handle guest complaints, training, promote hotel promotions, and coordinate with other departments to deliver total guest satisfaction while maintaining hotel standards.

Qualifications

• Experience supervising guest service agents.
• Ability to handle guest complaints and guest credit problems.
• Experience in selling rooms and food & beverage promotions.
• Knowledge of hotel operations and Hilton standards.

Responsibilities

• Welcome and register guests expeditiously, provide information to guests, verify rates and departure dates.
• Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
• Post charges to individual room or master account and reconcile all charges.
• Coordinate with other hotel departments to maintain guest satisfaction and ensure policy compliance.
• Train guest service agents and supervise staff performance to ensure service standards.

Skills

Staff management

Training

Customer service

Communication

Conflict resolution

Job description

Description

JOB DUTIES

To provide our guests with excellent service at the front desk from making the reservation to departure. Responsible for aiding with supervision for all guest service agents. Responsible for dealing with guest complaints, guest credit problems, and assisting with training of all guest service agents. To sell guest rooms, food & beverage outlets and seasonal hotel promotions.

1. Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
2. Check departing guests out of the hotel as per hotel procedures.
3. Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
4. Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
5. Post charges to individual room or master account.
6. Complete tasks on daily checklist.
7. Communicate with other hotel departments to maintain a high level of guest satisfaction.
8. Adhere to guest safe deposit box procedures.
9. Adhere to policies regarding handling of employee’s cash bank.
10. Reconcile all charges and cash received during shift.
11. Complete other duties as assigned.
12. Sell Honors Program to guests.
13. Ensure all equipment is in operation order and all supplies are up to par.
14. Process mail, messages, faxes and packages.
15. Assist as needed in answering phones.
16. Responsible for knowledge of groups and functions in the Hotel on a daily basis.
17. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
18. Ensures total guest satisfaction.

• Staff Management
  1. Hold a pre-shift meeting with staff prior to reporting to stations.
  2. Be prepared for each daily activity and review any variations with management and staff.
  3. Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
  4. Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
  5. Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
  6. Supervise the staff and handle associate situations.
  7. Ensure staff is properly groomed and uniformed at all times.
  8. Ensure work area cleanliness is maintained at all times.
  9. Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
  10. Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
  11. Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
  12. Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Hilton Service Standards are in place.
  13. Maintain a complete and accurate set of logs.
  14. Prepare and submit accident or injury reports when needed.
  15. Be a Team Player and encourage the teamwork attitude among staff.
  16. Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and appropriate follow up in a timely and professional manner.
  17. Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
  18. Plan, assign and direct work of associates.
  19. Promote open channels of communication between all hotel departments.

• Training
  • Ensure all team members are safety conscious and trained in safe work practices.
  • Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these procedures.
  • Assist the department manager with implementing the proper training program.
  • Assist with new hire training.

• ADMINISTRATIVE
  1. Understand and adhere to budgeted wage and hour limitations for associates.
  2. Attends department meetings and as needed, attends interdepartmental meetings.
  3. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.

1. Notify management of any pertinent information related to shift activities.
2. Determine the requirements for and the follow up on special groups, VIPs, etc.
3. Follow supervisor's instructions and completes other duties as directed or assigned.

The Doubletree by Hilton Washington Dulles is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 703-834-1981 to let us know the nature of your request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.