Front Office Supervisor

Embassy-Suites-By-Hilton; Village of East Syracuse (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive Pay

Training & Development

Advancement opportunities

Medical Insurance

Vision Insurance

401k with Match

Paid Time Off

Holiday Pay

Free Parking

Memorable guest experiences

Community involvement

Job summary

Embassy Suites by Hilton in New York is seeking a Front Desk Supervisor to lead the Guest Service team and ensure a memorable guest experience. You will be the visible face at the front desk, guide staff, and coordinate with housekeeping, maintenance and F&B to fulfill guest needs.

The ideal candidate communicates clearly, stays calm under pressure, and provides concierge-level service with local knowledge. Weekend and holiday availability is required to support hotel operations.

Qualifications

• Excellent communication, organizational and customer service skills.
• Open availability for weekends and holidays.
• Advanced working knowledge of property management.
• Experience with switchboard and telephone etiquette.
• Ability to communicate with guests and team members clearly.
• Able to work across hotel operations as needed.

Responsibilities

• Be visible at the front desk and supervise daily Guest Service activities.
• Schedule associates based on forecasted sales and adjust staffing.
• Assist in check-in and check-out processes with courtesy.
• Provide concierge service with local knowledge.
• Coordinate with housekeeping, maintenance and F&B to fulfill guest services.
• Train staff in financial control procedures.
• Resolve conflicts and demonstrate teamwork.
• Use guests' names and deliver excellent service.
• Report shift duties accurately on the checklist.

Skills

Communication

Excel

Word

Property management

Telephone etiquette

Team collaboration

Customer service

Organizational skills

Job description

Are you ready to be a part of a great team with many growth opportunities? Are you someone that smiles at every person you see or are you someone that strives to make a positive difference in someone's day? Join us as a Front Desk Supervisor where your contributions will make a significant impact on our guests' experiences!

You are the beginning of an exceptional guest experience. As a Front Desk Supervisor, you will make our guests feel welcome and reflect the exceptional experience to come when they arrive. Your personalized interactions, care in guest room selection, and knowledge of the hotel will ensure our guests have a lasting memory of their visit, while embracing the values of the Company Culture and Guiding Principles.

Responsibilities

• Be visible at the front desk.
• Schedules associates in accordance with forecasted sales; adjusts staffing as necessary for sudden changes.
• Plan, assign, supervise and participate in the daily activities of the Guest Service staff.
• Participates in the prompt and courteous check in and checkout of guests.
• Use guests’ names when communicating with them.
• Provide gracious and efficient telephone service. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Demonstrates a working knowledge of all services, facilities and programs of the hotel and effectively assists guests.
• Responds to guests’ requests promptly, efficiently, and courteously.
• Arranges fulfillment of guest services by working with housekeeping, maintenance and food and beverage where applicable.
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book.
• Resolve conflicts and negotiate effectively.
• Demonstrates teamwork by cooperating, assisting, and communicating effectively with co-workers.
• Provide concierge service – fluent knowledge of area, attractions, restaurants, special events, and guest amenities.
• Deliver requested items to guestrooms such as rollaway beds, cribs, pillows, towels, luggage etc.
• Confirms all duties and reports as specified on the shift checklist are completed accurately.
• Ensure staff is trained in financial control procedures and follows them regularly.

Requirements

• Acts as the Manager On Duty when assigned.
• Working in other areas of the hotel when needed to assist operations.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.
• Maintains a favorable working relationship with all other company associates to foster and promote a cooperative and harmonious working climate
• Ability to communicate with guest and team members verbally or in written form.
• Working knowledge of Microsoft Excel and Word.
• Advanced working knowledge of property management.
• Working knowledge of switchboard and telephone etiquette.
• Ability to work and interact with associates on every level.
• Excellent communication, organizational and customer service skills required.
• At all times projects a favorable image of the Hotel to the public.
• Performs other duties as assigned, requested, or deemed necessary by management.
• Must have open availability work weekends and holidays.

Physical

• Move, transport, put, install, remove, replace, position, place, and transfer.
• Move about or to, position self.
• Operate, adjust attach, position, set up, handle, tend to activate, apply, measure, use, modify, input, compile, retrieve, make, create, collect, inspect, prepare, service.
• Stand for extended periods of time.
• Communicate, converse, discern, convey, discuss.
• Determine, identify, recognize, perceive, estimate, judgment, compare, observe, assess.
• Ability to bend, lift, kneel, and be in motion for the full day.
• Must be able to move continuously during work hours and able to lift and/or carry 50 pounds.

We are an organization driven by our Guiding Principles – Associate Engagement, Presentation of our Hotels, Driving Guest Loyalty, Ensuring Financial Success, Community and Global Focus. We pride ourselves on having a reputation of providing our guests with genuine hospitality and a commitment to service that exceeds their expectations. As a growing organization, our passion is serving guests and providing an unforgettable experience. We create loyal relationships by delivering what was promised with a focus on accountability, attention to detail, integrity and superior quality and service.

What You Can Expect

• Competitive Pay
• Training & Development
• Opportunity for Advancement
• Medical
• Vision
• 401k with Match
• Paid Time Off
• Holiday Pay
• Free Parking
• Creating memorable experiences one guest at a time
• Opportunities to give back to the communitythrough our global focus efforts

The Company provides equal employment opportunities to all Associates and applicants for employment without regard to race, color, national origin, sex (including pregnancy, sexual orientation, transgender status, or gender identity or expression), marital status, religion, age, disability, genetic information, veteran status, or any other characteristics protected by federal, state, or local laws.