Doubletree Hilton Carson

Description

FRONT OFFICE SUPERVISOR

Department: Front Office
Reports To: Front Office Manager
Employment Type: Full-Time
FLSA Status: Non-Exempt

POSITION SUMMARY

The Front Office Supervisor is responsible for supervising and supporting the daily operations of the Front Office Department while ensuring an exceptional guest experience. This position assists in leading Front Desk Agents and other Front Office team members, ensuring that hotel standards, policies, procedures, and Hilton service expectations are consistently followed. Serves as a leader on the floor and is expected to lead by example, remain actively involved in daily operations, and roll up their sleeves to assist the team wherever needed. The Supervisor responds to guest needs and concerns, supports efficient check-in and check-out operations, assists with problem resolution, and helps create a welcoming and professional environment for guests and employees.

ESSENTIAL DUTIES AND RESPONSIBILITIESGuest Service

• Provide      warm, professional, and personalized service to all guests.
• Welcome guests and assist with      check-in and check-out procedures.
• Anticipate guest needs and take      appropriate action to create a memorable guest experience.
• Respond promptly and professionally      to guest questions, requests, concerns, and complaints.
• Resolve guest issues using sound      judgment and appropriate service-recovery techniques.
• Escalate significant guest concerns      to the Front Office Manager or General Manager when appropriate.
• Maintain a professional appearance      and demeanor at all times.
• Promote a positive hotel experience      by providing accurate information regarding hotel services, amenities,      policies, and local attractions.

Front Office Operations

• Supervise      the daily activities of Front Office team members during assigned shifts.
• Ensure the Front Desk is properly      staffed and operating efficiently.
• Monitor check-in and check-out      activity, room assignments, arrivals, departures, and special requests.
• Assist with room availability, room      status, and guest requests in coordination with Housekeeping.
• Ensure accurate handling of cash,      credit card transactions, guest accounts, and other financial transactions      in accordance with hotel procedures.
• Monitor Front Desk procedures to      ensure accuracy and compliance with hotel standards.
• Assist with balancing and closing      procedures as required.
• Review shift reports and      communicate important information to the incoming shift.
• Ensure accurate and timely      communication between the Front Office, Housekeeping, Maintenance,      Security, and other hotel departments.
• Monitor lobby and Front Office      conditions and ensure the area remains clean, organized, and welcoming.
• Assist with group arrivals, VIP      guests, special events, and other high-volume periods.
• Follow all hotel safety, security,      emergency, and loss-prevention procedures.

Leadership and Supervision

• Lead,      coach, and support Front Office employees to achieve department and hotel      standards.
• Assign daily duties and provide      direction to team members during the shift.
• Monitor employee performance and      provide coaching and feedback when necessary.
• Recognize employees for excellent      performance and encourage teamwork.
• Assist with training and onboarding      new Front Office employees.
• Ensure employees understand and      follow hotel policies, procedures, and service standards.
• Address attendance, punctuality,      performance, and conduct issues in accordance with hotel policy and      direction from management.
• Maintain open and professional      communication with employees and management.
• Serve as a role model for      professionalism, teamwork, accountability, and excellent guest service.
• Help create a positive work      environment where employees feel supported and are held accountable for      meeting expectations.

Hands-On Support

• Roll up your sleeves and actively assist the Front      Office team whenever needed.
• Work alongside Front Desk Agents      during busy periods, including check-in and check-out.
• Assist with guest requests, luggage      assistance, transportation arrangements, room changes, and other      operational needs as necessary.
• Step in to cover Front Desk positions      when staffing needs require it.
• Assist with resolving operational      challenges rather than simply directing employees to address them.
• Maintain flexibility to perform      additional Front Office duties based on business needs.

Communication and Teamwork

• Communicate      effectively with all hotel departments to ensure smooth daily operations.
• Participate in Front Office      meetings, shift briefings, and hotel meetings as requested.
• Maintain accurate shift notes and      communicate significant incidents or guest concerns to management.
• Work closely with Housekeeping to      ensure rooms are ready for arriving guests.
• Communicate maintenance issues      promptly and follow up to ensure they are addressed.
• Coordinate with Security and      management regarding guest or employee safety concerns.
• Maintain confidentiality of guest      and employee information.

ADMINISTRATIVE RESPONSIBILITIES

• Assist      with preparation and review of Front Office reports.
• Monitor department supplies and      notify management when additional supplies are needed.
• Assist with scheduling and staffing      needs as directed by management.
• Review Front Office procedures and      make recommendations for improved efficiency and guest service.
• Assist management with      investigations, incident documentation, and other administrative duties      when requested.
• Maintain accurate records and      documentation in accordance with hotel procedures.

SAFETY AND SECURITY

• Follow      all hotel safety and security procedures.
• Report      accidents, injuries, unsafe conditions, suspicious activity, and security      concerns immediately.
• Assist with emergency procedures      and evacuation protocols when necessary.
• Protect guest privacy and      confidential information.
• Ensure keys, guest information,      cash, and other hotel property are handled appropriately.
• Maintain awareness of activities in      the lobby and Front Office areas and promptly address or report concerns.  

FRONT OFFICE SUPERVISOR

Department: Front Office
Reports To: Front Office Manager
Employment Type: Full-Time
FLSA Status: Non-Exempt

POSITION SUMMARY

The Front Office Supervisor is responsible for supervising and supporting the daily operations of the Front Office Department while ensuring an exceptional guest experience. This position assists in leading Front Desk Agents and other Front Office team members, ensuring that hotel standards, policies, procedures, and Hilton service expectations are consistently followed. Serves as a leader on the floor and is expected to lead by example, remain actively involved in daily operations, and roll up their sleeves to assist the team wherever needed. The Supervisor responds to guest needs and concerns, supports efficient check-in and check-out operations, assists with problem resolution, and helps create a welcoming and professional environment for guests and employees.

ESSENTIAL DUTIES AND RESPONSIBILITIESGuest Service

• Provide      warm, professional, and personalized service to all guests.
• Welcome guests and assist with      check-in and check-out procedures.
• Anticipate guest needs and take      appropriate action to create a memorable guest experience.
• Respond promptly and professionally      to guest questions, requests, concerns, and complaints.
• Resolve guest issues using sound      judgment and appropriate service-recovery techniques.
• Escalate significant guest concerns      to the Front Office Manager or General Manager when appropriate.
• Maintain a professional appearance      and demeanor at all times.
• Promote a positive hotel experience      by providing accurate information regarding hotel services, amenities,      policies, and local attractions.

Front Office Operations

• Supervise      the daily activities of Front Office team members during assigned shifts.
• Ensure the Front Desk is properly      staffed and operating efficiently.
• Monitor check-in and check-out      activity, room assignments, arrivals, departures, and special requests.
• Assist with room availability, room      status, and guest requests in coordination with Housekeeping.
• Ensure accurate handling of cash,      credit card transactions, guest accounts, and other financial transactions      in accordance with hotel procedures.
• Monitor Front Desk procedures to      ensure accuracy and compliance with hotel standards.
• Assist with balancing and closing      procedures as required.
• Review shift reports and      communicate important information to the incoming shift.
• Ensure accurate and timely      communication between the Front Office, Housekeeping, Maintenance,      Security, and other hotel departments.
• Monitor lobby and Front Office      conditions and ensure the area remains clean, organized, and welcoming.
• Assist with group arrivals, VIP      guests, special events, and other high-volume periods.
• Follow all hotel safety, security,      emergency, and loss-prevention procedures.

Leadership and Supervision

• Lead,      coach, and support Front Office employees to achieve department and hotel      standards.
• Assign daily duties and provide      direction to team members during the shift.
• Monitor employee performance and      provide coaching and feedback when necessary.
• Recognize employees for excellent      performance and encourage teamwork.
• Assist with training and onboarding      new Front Office employees.
• Ensure employees understand and      follow hotel policies, procedures, and service standards.
• Address attendance, punctuality,      performance, and conduct issues in accordance with hotel policy and      direction from management.
• Maintain open and professional      communication with employees and management.
• Serve as a role model for      professionalism, teamwork, accountability, and excellent guest service.
• Help create a positive work      environment where employees feel supported and are held accountable for      meeting expectations.

Hands-On Support

• Roll up your sleeves and actively assist the Front      Office team whenever needed.
• Work alongside Front Desk Agents      during busy periods, including check-in and check-out.
• Assist with guest requests, luggage      assistance, transportation arrangements, room changes, and other      operational needs as necessary.
• Step in to cover Front Desk positions      when staffing needs require it.
• Assist with resolving operational      challenges rather than simply directing employees to address them.
• Maintain flexibility to perform      additional Front Office duties based on business needs.

Communication and Teamwork

• Communicate      effectively with all hotel departments to ensure smooth daily operations.
• Participate in Front Office      meetings, shift briefings, and hotel meetings as requested.
• Maintain accurate shift notes and      communicate significant incidents or guest concerns to management.
• Work closely with Housekeeping to      ensure rooms are ready for arriving guests.
• Communicate maintenance issues      promptly and follow up to ensure they are addressed.
• Coordinate with Security and      management regarding guest or employee safety concerns.
• Maintain confidentiality of guest      and employee information.

ADMINISTRATIVE RESPONSIBILITIES

• Assist      with preparation and review of Front Office reports.
• Monitor department supplies and      notify management when additional supplies are needed.
• Assist with scheduling and staffing      needs as directed by management.
• Review Front Office procedures and      make recommendations for improved efficiency and guest service.
• Assist management with      investigations, incident documentation, and other administrative duties      when requested.
• Maintain accurate records and      documentation in accordance with hotel procedures.

SAFETY AND SECURITY

• Follow      all hotel safety and security procedures.
• Report      accidents, injuries, unsafe conditions, suspicious activity, and security      concerns immediately.
• Assist with emergency procedures      and evacuation protocols when necessary.
• Protect guest privacy and      confidential information.
• Ensure keys, guest information,      cash, and other hotel property are handled appropriately.
• Maintain awareness of activities in      the lobby and Front Office areas and promptly address or report concerns.

Requirements

QUALIFICATIONS

• Previous      hotel Front Office or Guest Services experience required.
• Previous supervisory or leadership      experience preferred.
• Previous experience with a hotel      property-management system preferred.
• Strong guest-service and      communication skills.
• Ability to remain calm and      professional in a fast-paced environment.
• Strong problem-solving and      decision-making abilities.
• Ability to prioritize multiple      tasks and work effectively under pressure.
• Ability to work independently while      also functioning effectively as part of a team.
• Strong attention to detail and      organizational skills.
• Ability to handle cash and      financial transactions accurately.
• Ability to maintain confidentiality      and exercise sound judgment.

EDUCATION AND EXPERIENCE

• High      school diploma or equivalent required.
• Hospitality,      hotel management, or related education preferred.