PM Front Desk Supervisor

University of Houston; Houston (TX); On-site; USD 19,000 - 27,000; Full time

Job summary

The University of Houston is seeking an Overnight Front Desk Supervisor in the Global Hospitality Leadership department in Houston. You will supervise Guest Service Agents, Operators, and Bell Attendants to ensure consistent, Hilton-standard guest service and lobby operations.

Key duties include staffing, daily task checklists, handling guest concerns, leading pre-shift briefings, evaluating staff performance, and stepping in as Front Desk Clerk when necessary.

Qualifications

• Minimum of one (3) year of directly job-related experience.
• Education will be considered in lieu of experience.
• All positions at the University of Houston-System are security sensitive and will require a criminal history check.

Responsibilities

• Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
• Supervise front desk operations by completing checklist of important daily tasks and determining room and rate availability.
• Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
• Monitor performance of staff with performance evaluations and make recommendations for training when inconsistencies develop at the Front Desk.
• May perform the duties of Front Desk Clerk when needed.
• Performs other job-related duties as assigned.

Skills

Staff supervision

Guest service leadership

Customer service

Communication

Training & coaching

Education

High school diploma or GED

Job description

Department: Global Hospitality Leadership

Salary: 16.50

Description

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

• 1. Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
• 2. Supervise front desk operations by completing checklist of important daily tasks and determining room and rate availability.
• 3. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
• 4. Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
• 5. Monitor performance of staff with performance evaluations and make recommendations for training when inconsistencies develop at the Front Desk.
• 6. May perform the duties of Front Desk Clerk when needed.
• 7. Performs other job-related duties as assigned.

Preferred qualifications: Has hotel experience, preferably with Hilton.

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

Education will be considered in lieu of experience.

MQ: Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of one (3) year of directly job-related experience

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

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