Night Audit Front Desk Supervisor - (496872 )

University of Houston; Houston (TX); On-site; USD 22,000 - 25,000; Full time

Job summary

Hilton University of Houston is seeking an Overnight Front Desk Agent to guide and supervise Guest Service Agents, ensuring alignment with Hilton standards and smooth overnight operations.

The role requires handling guest check-ins/outs, resolving issues, and maintaining strong customer service while working weekends and holidays during 11pm–7am shifts in Houston, TX.

Qualifications

• Basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios.
• Minimum of one (3) year of directly job-related experience.

Responsibilities

• Achieve positive outcomes from Guest queries in a timely and efficient manner
• Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures
• Ensure that Front Office Manager and Front Office Supervisors are kept informed of relevant guest feedback
• Demonstrate a high level of customer service at all times
• Attend training courses and assist with Night Team's development efforts
• Demonstrate knowledge of hotel room categories, rates, packages, and promotions
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
• Follow hotel credit policies for currencies, cards and cash
• Comply with hotel security, fire regulations and health and safety legislation
• Act in accordance with policies for front of house equipment and property management systems
• Follow company brand standards
• Assist other departments as necessary

Skills

Guest service

Staff supervision

Customer service

Front desk operations

Shift leadership

Education

High school diploma or GED

Job description

Department: Global HospitalityLeadershipSalary: 16.50

Description:

Provide guidance and leadership of the Hotel Front desk toensure consistent quality of customer service is provided to allguest in accordance with Hilton standards.

• 1. Assign and instruct Guest Service Agents, Operators, Bellattendants in details of work and monitor lobby traffic to makestaffing adjustments.
• 2. Supervise front desk operations by completing checklist ofimportant daily tasks and determining room and rateavailability.
• 3. Resolve customer complaints by conducting thorough research ofsituation and the most effective resolutions.
• 4. Prepare and conduct daily pre-shift meetings, communicateeffectively with all staff and provide them with any informationnecessary to provide guest service in accordance with Hiltonstandards.
• 5. Monitor performance of staff with performance evaluations andmake recommendations for training when inconsistencies develop atthe Front Desk.
• 6. May perform the duties of Front Desk Clerk when needed.
• 7. Performs other job-related duties as assigned.

This is an OVERNIGHT position (11pm - 7am). Will be workingweekends and holidays.

Overview

At Hilton University of Houston, we are passionate about nurturingthe next generation of hospitality professionals. In partnershipwith the University of Houston’s renowned Conrad N. Hilton GlobalHospitality Leadership Program, this role offers students anexceptional opportunity to gain hands‑on experience in a dynamic,real‑world setting. As a Front Desk Agent, you will serve as theface of our operation; welcoming guests, ensuring smooth check‑insand check‑outs, and applying classroom knowledge to deliver asuperior guest experience that embodies the spirit and culture ofboth Hilton and the University of Houston.

Key Responsibilities

• Achieve positive outcomes from Guest queries in a timely andefficient manner
• Ensure an efficient reception experience for Guests, includingcheck in/out, and complete audit procedures, as required
• Ensure that both the Front Office Manager and Front OfficeSupervisors are kept fully aware of any relevant feedback fromguests and, or, other departments
• Demonstrate a high level of customer service at all times
• Attend appropriate training courses, when required, and assistwith the Night Team's training and development efforts
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessaryto perform daily duties
• Maximize room occupancy and use up‑selling techniques to promotehotel services and facilities
• Use the correct procedures regarding the acceptance of foreigncurrencies, credit cards and cash in accordance with the hotelcredit policy
• Comply with hotel security, fire regulations and all health andsafety legislation
• Act in accordance with policies and procedures when working withfront of house equipment and property management systems
• Follow company brand standards
• Assist other departments, as necessary

MQ: Requires a basic knowledge of grammar, spelling, punctuationand simple mathematical functions like percentages, ratios, etc. asmight normally be acquired through attainment of a high schooldiploma or GED. Requires a minimum of one (3) year of directlyjob‑related experience

All positions at the University of Houston-System are securitysensitive and will require a criminal history check.

The University of Houston System and its universities are EqualOpportunity Institutions. Everyone is encouraged to apply.