Front Desk Supervisor

Hourly Rate: $28.95.00/hour

JOB OVERVIEW

The Front Desk Supervisor will provide our guests with excellent service at the front desk from making the reservation to departure. Responsible for aiding with supervision for all guest service agents. Responsible for dealing with guest complaints, guest credit problems, and assisting with training of all guest service agents. To sell guest rooms, food & beverage outlets and seasonal hotel promotions.

ESSENTIAL SKILLS

• Understand the mission, vision and game plan of the hotel.
• Strong leadership skills and has the ability to apply them.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to apply common sense understanding to carry out instructions.
• Establish goals and objectives to improve the department.
• Ability to understand Guests' service needs.
• Ability to be well organized, maintain concentration and complete all work assigned.
• Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
• Ability to converse calmly with irate Guests', co-workers or supervisors in sometimes tense situations.
• Ability to perform job functions with minimal supervision.
• Ability to work cohesively with co-workers and other departments as part of a team. Ability to build morale and spirit.
• Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
• Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
• Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
• Ability to take and give direction.
• Ability to interact with people beyond giving and receiving instructions, particularly in resolving complaints and problems.

JOB DUTIES

• Assist in maintaining a constant presence and visibility of management. Watch for cleanliness, proper staffing, uniforms, no eating in departments, events in the hotel etc. Check in with each department and discuss with manager, supervisor and/or associates the evening's activities:
  
  
  
  • Front Desk: Occupancy, late check outs, arrivals, VIP's, groups, special needs such billing, flyers or credit issues, employee breaks, closing duties.
  • Make it Right Attendant: employee breaks, closing duties.
  • Bell Attendants: arrivals, VIP's, groups, coordinate parking lot patrols, employee breaks, closing duties.
  • Housekeeping: Late check outs, turn down service, employee breaks, closing duties.
  • Kitchen: amenity requests, banquet events, employee breaks, closing duties.
  • Restaurant: groups on own, reservations of large parties, employee breaks, closing duties.
  • Banquets: evening events, setups for next day, equipment in meeting rooms, employee breaks, closing duties.
  • Bar/Lounge: using a jigger, intoxicated guests, security issues, employee breaks, last call, closing duties.
  • Executive Lounge: Food supply, employee break, closing duties.
  • Engineering: Duty engineer, employee break, closing duties.
  • Employee Breakroom: Freshness of food, adequate servings for staff, ensure all food is stored properly after service is complete, and ensure the overall cleanliness of the breakroom.
  
  
  
  

• Front Desk

• Assist in welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process per hotel procedures.
• Assist in checking departing guests out of the hotel as per hotel procedures.
• Assist in selling guest rooms, food & beverage outlets and seasonal hotel promotions.
• Assist in reviewing Front Desk log when coming on shift and record pertinent information as needed throughout shift.
• Assist in posting charges to individual room or master account.
• Assist in completing tasks on daily checklist.
• Assist in communicating with other hotel departments to maintain a high level of guest satisfaction.
• Assist in adhering to guest safe deposit box procedures.
• Assist in adhering to policies regarding handling of employee's cash bank.
• Assist in reconciling all charges and cash received during shift.
• Assist in completing other duties as assigned.
• Assist in selling Hilton Honors Rewards Program to guests.
• Assist in ensuring all equipment is in operation order and all supplies are up to par.
• Assist in processing mail, messages, faxes and packages.
• Assist Guest Assistant Attendant as needed in answering phones.
• Responsible for knowledge of groups and functions in the Hotel on a daily basis.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Ensures total guest satisfaction.

• Staff Management

• Assist in holding a pre-shift meeting with staff prior to reporting to stations.
• Assist in being prepared for each daily activity and review any variations with management and staff.
• Assist in working shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
• Assist in communicating daily with department managers and MOD to assure consistency and pass on pertinent information.
• Assist in consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
• Assist in supervising the staff and handle associate situations.
• Assist in ensuring staff is properly groomed and uniformed at all times.
• Assist in ensuring work area cleanliness is maintained at all times.
• Assist in maintaining efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
• Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
• Assist in conducting frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure service standards are in place.
• Assist in maintaining a complete and accurate set of logs.
• Assist in preparing and submit accident or injury reports when needed.
• Be a Team Player and encourage the teamwork attitude among staff.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and appropriate follow up in a timely and professional manner.
• Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
• Assist in planning, assigning and directing work of associates.
• Promote open channels of communication between all hotel departments.
• Assist in safety and maintenance by tracking items in HotSos for relevant department

• Training

• Ensure all associates are safety conscious and trained in safe work practices.
• Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these procedures.
• Assist the department manager with implementing the proper training program.
• Assist with new hire training.

• ADMINISTRATIVE

• Attends department meetings and as needed, attends interdepartmental meetings.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.

1. Notify management of any pertinent information related to shift activities.
2. Determine the requirements for and the follow up on special groups, VIPs, etc.
3. Follow supervisor's instructions and completes other duties as directed or assigned.

• Assist in receiving advance deposits at the desk for future reservations and process as per policy.
• Regularly walk the guest room corridors and inspect corridors for cleanliness, trays, security concerns, maintenance issues, noise issues, etc.

PHYSICAL REQUIREMENTS

The frequency codes assigned in these job descriptions are:

Rarely less than 1%

Occasionally 1-33%

Frequently 34-65%

Constantly 66-100%

SITTING: Frequently.

STANDING/WALKING: Frequently on a variety of surfaces (carpet, tile, granite, etc.)

CROUCHING (BENDING AT KNEES): Occasionally. Lifting and completing tasks performed at low levels.

KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.

STOOPING (BENDING AT WAIST): Frequently. Lifting and completing tasks at different levels.

TWISTING/TURNING AT KNEES, WAIST & NECK: Frequently.

CLIMBING: Occasionally.

LEG/FOOT USE: Occasionally.

REACHING (OVERHEAD/EXTENSION): Occasionally. Lifting and completing tasks at different levels.

HANDLING/GRASPING: Constantly.

FINGERING/FEELING: Constantly.

PUSHING/PULLING: Occasionally.

LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 25 pounds.

SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone in English.

HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone in English.

VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.

BENEFITS

Our healthcare package includes medical, dental, vision and other benefits.

The Hilton DC National Mall is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to alesia.green@hiltondcnationalmall.com or call 202-484-1000 to let us know the nature of your request.

Innovative - Consistently introduces new ideas and demonstrates original thinking
Leader - Inspires teammates to follow them
Enthusiastic - Shows intense and eager enjoyment and interest
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Dedicated - Devoted to a task or purpose with loyalty or integrity
Team Player - Works well as a member of a group
Thought Provoking - Capable of making others think deeply on a subject

Self-Starter - Inspired to perform without outside help
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals

Technical/other training (preferred)

1 - 3 years: Hotel experience (preferred)
2 - 3 years: Front Desk (required)
2 - 3 years: Customer Service (required)

Skills