Front Desk Supervisor

Hilton Garden Inn Washington DC; Washington (District of Columbia); On-site; USD 150,000 - 200,000; Full time

Job summary

A major hospitality establishment in Washington is seeking a Front Desk Supervisor to lead guest service initiatives. The role involves training staff, resolving guest complaints, and ensuring satisfaction. Ideal candidates have 1 to 3 years of hospitality experience and preferably hold an Associate's or Bachelor's degree. This position requires strong leadership and problem-solving skills.

Qualifications

• 1 to 3 years of related experience is required.
• Effective communication and customer service skills are necessary.

Responsibilities

• Interview, select, train, and support associates.
• Resolve guest complaints and ensure guest satisfaction.
• Oversee front office operations and perform bookkeeping activities.

Skills

Guest service

Team leadership

Problem-solving

Education

Associate’s or Bachelor’s degree preferred

Job description

Overview

Front Desk Supervisor role at Hilton Garden Inn Washington DC.

Base pay range

$20.00/hr - $23.00/hr

Your Growth Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and HHM core values.
• Resolve guest complaints by researching the situation and determining effective solutions.
• Monitor guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador activities and other guest-interaction initiatives to foster relationships and repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations; greet guests upon arrival and assign rooms.
• Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at checkout; negotiate compromises when there is dissatisfaction, including revenue allowances when appropriate.
• Create action plans to remedy guest service deficiencies using SMART criteria.
• Ensure hotel entrances, reception and public areas are clean and well-maintained.
• Follow sustainability guidelines related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Your Background and Skills

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Work Environment and Context

• Work schedule varies and may include holidays and weekends and all shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It