Guest Experience Lead – Front Desk Supervisor

DoubleTree by Hilton Hotel Racine Harbourwalk; Racine (WI); On-site; USD 38,000 - 48,000; Full time

Job summary

DoubleTree by Hilton Hotel Racine Harbourwalk is seeking a Front Office Supervisor to assist the Front Desk Manager in directing, evaluating and supervising Guest Service Representatives to ensure guest satisfaction, employee satisfaction/retention, hotel standards, and budgeted revenue.

You will lead frontline staff, maintain phone etiquette, promote teamwork, train staff, enforce policies, and handle check-ins, check-outs, and service recovery with empathy.

Qualifications

• One year minimum experience preferred in front desk operations or related guest services roles.
• Experience using OnQ Reservation Systems is preferred.
• Experience with customer service applications and downtime procedures.

Responsibilities

• Create guest satisfaction by providing first class services.
• Provide personal attention and responsibility when offering quality guest service.
• Supervise, train and coordinate the job functions to the front desk staff.
• Lead staff by example with positive attitude and follow hotel policies.
• Use responsible and proper phone etiquette.
• Listen, apologize with empathy, find solutions, and follow through when resolving issues.
• Promote teamwork and employee morale.
• Coach and counsel employees to encourage positive behaviours and correct negative behaviours.
• Set-up controls (i.e. overtime, safety deposit boxes, key logs, banks, and audit), to ensure the accuracy and completion of all work done by the front desk.
• Communicate job specifications to front desk staff and assign duties.
• Monitor and enforce uniform standards with front desk staff.
• Initiate front desk promotions and incentives with Front Desk Manager’s approval.
• Perform “Manager on Duty” responsibilities to keep hotel operations running properly.
• Review and enforce shift reports, including detailed bucket checks, logs, and guest room call backs.
• Maintain adequate level of office supplies for the hotel.
• Conduct key inventory on a daily basis.
• Ensure front desk team is adhering to credit policies and procedures (cash payments, deposits, direct billing).
• Monitor and control employee payroll.
• Maintain employee files and training.
• Support the hotel’s sales department and follow directions on group check-in in order to provide first class customer service.
• Follow hotel procedures especially wearing proper uniform, arriving to work in timely manner and providing respect to all guests and employees.
• Provide assistance to guests in picking up luggage and packages weighing up 30lbs.
• Make employees accountable to follow all Graves Hospitality Handbook Policies and Procedures.
• Review and train staff on emergency procedures in compliance with safety programs.
• Acknowledge guests at all times by using respectful, positive customer service and mannerism.
• Assisting in processing agency commissions.
• *Must be flexible and able to work all shifts, holidays and weekends as needed.
• Additional duties may be assigned in the efforts of managing the front desk properly and providing first class hospitality to all guests

Skills

Guest Service

Team Leadership

Phone Etiquette

Conflict Resolution

Cash Handling

Tools

OnQ Reservation Systems

Customer Service Application

Downtime Procedures

Job description

DoubleTree by Hilton Hotel Racine Harbourwalk is seeking a Front Office Supervisor to assist the Front Desk Manager in directing, evaluating and supervising Guest Service Representatives to ensure guest satisfaction, employee satisfaction/retention, hotel standards, and budgeted revenue.

You will lead frontline staff, maintain phone etiquette, promote teamwork, train staff, enforce policies, and handle check-ins, check-outs, and service recovery with empathy.