Front Desk Supervisor - DoubleTree Suites by Hilton Austin

Hilton Global in; Austin (TX); On-site; USD 40,000 - 60,000; Full time

Job summary

Join a leading global hospitality company as a Front Desk Supervisor, where your passion for customer service will shine. This role is pivotal in managing front desk operations, ensuring guest satisfaction, and leading a dedicated team. With a focus on quality and teamwork, you will empower your staff to deliver exceptional service while achieving monthly goals. Enjoy a dynamic work environment where your contributions directly impact guest experiences. Embrace the opportunity to grow with a renowned brand committed to excellence in hospitality.

Qualifications

• 1+ years as a hotel front desk agent with supervisory experience preferred.
• Fluency in English and proficiency in Microsoft Office required.

Responsibilities

• Manage front desk operations and ensure excellent guest service.
• Train and supervise team members while resolving customer complaints.

Skills

Customer Service

Leadership

Problem Solving

Adaptability

Teamwork

Communication

Education

High School Diploma

Hospitality Management Degree

Tools

Microsoft Word

Microsoft Excel

Job description

Front Desk Supervisor - DoubleTree Suites by Hilton Austin

At the DoubleTree Suites by Hilton Austin, we strive to deliver excellent customer service with every guest interaction. We are looking for a talented individual who is passionate about making a difference in our guests' lives during their stay with us.

What will I be doing?

As a Front Desk Supervisor, reporting to the Front Office Manager, your main responsibilities include:

1. Overseeing and managing front desk operations, including completing daily checklists, managing room and rate availability, and making decisions in the best interest of the hotel.
2. Authorizing revenue allowances to resolve guest issues.
3. Providing excellent guest service, guidance, and leadership to ensure consistent customer service standards.
4. Assigning and instructing team members on daily tasks.
5. Monitoring lobby traffic to adjust staffing accordingly.
6. Resolving customer complaints through thorough investigation.
7. Empowering team members to "Make It Right" for guests.
8. Training, supervising, coaching, and counseling team members.
9. Monitoring staff performance and recommending training to address inconsistencies.
10. Conducting daily pre-shift meetings to communicate important information and ensure service standards.
11. Promoting and enrolling guests into the Hilton Honors program.
12. Achieving specific monthly goals.

Additional duties may include:

1. Performing other duties as assigned.
2. Completing daily checklists and reports, analyzing data for discrepancies.
3. Pre-registering VIP and Hilton Honors reservations to ensure amenities are delivered correctly.
4. Managing daily forecast of arrivals and departures.
5. Operating office equipment as needed.
6. Responding promptly to guest requests for supervision or management.

What are we looking for?

Founded in 1919, Hilton has been a leader in the hospitality industry, known for innovation, quality, and success. We value:

• Hospitality
• Integrity
• Leadership
• Teamwork
• Ownership
• Sense of urgency and discipline

Key attributes include:

• Quality
• Productivity
• Dependability
• Customer focus
• Adaptability

Minimum requirements:

• At least 1 year of experience as a hotel front desk agent.
• Preferably 1 year of supervisory experience.
• Ability to work any shift (AM, PM, Overnight).
• Availability to work on weekends and holidays.
• Fluent in English.
• Proficient in Microsoft Word and Excel.
• Additional languages are a plus.

What will it be like to work for Hilton?

Hilton is a leading global hospitality company offering a range of accommodations from luxury hotels to extended-stay suites. We are committed to providing exceptional guest experiences and our team members are central to this mission. Our vision is "to fill the earth with the light and warmth of hospitality," inspiring us to create remarkable experiences worldwide every day.