Front Office Supervisor (Full Time) - Waldorf Astoria Las Vegas
Front Office Supervisor (Full Time) - Waldorf Astoria Las Vegas
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Job Description
What are we looking for
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
- Hospitality Were passionate about delivering exceptional guest experiences.
- Integrity We do the right thing all the time.
- Leadership Were leaders in our industry and in our communities.
- Teamwork Were team players in everything we do.
- Ownership Were the owners of our actions and decisions.
- Now We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
Mandatory
1 year of Front Desk experience within a luxury environment
Strong verbal and written communication skills in the English language
Ability to multitask
Fully flexible schedule with ability to work all shifts (including overnight) with varied days off
Strong knowledge of front office operations including cashier and reception
Ability to work well in a team environment
Ability to stand for extended periods of time
Computer literacy which is not limited to: Excel Power Point and Word
Professional appearance and demeanor
Preferred:
Bachelors degree in Hospitality Management or a related field
2 years of Front Desk experience
Experience in managing room inventory
1 year of Front Desk supervisory/management experience
OnQ Experience
Fluency in a secondary language
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
Oversees front desk operations. Provides guest service guidance and leadership to ensure consistent customer service is provided. Assigns and instructs team members in details of work. Monitors lobby traffic to make staffing adjustments accordingly. Resolves customer complaints. Trains supervises schedules and assists in evaluating staff.
Scope of Position
The Front Office Supervisor is responsible for supporting the Assistant Front Office Managers and Front Office Managers in overseeing the effective and efficient operation of Front Office which includes Guest Service Agents Concierge Rooms Control and Personal Concierge.
Duties and Supporting Responsibilities
Operate the Front Office properly efficiently and with profitability
Supervise and assist Guest Service Agents Rooms Control Concierge and Personal Concierge with their duties if necessary
Ensure frequent management presence at the Front Desk
Enforce company hotel and departmental policies and procedures
Ensure a warm and genuine arrival and departure experience in compliance with Forbes FiveStar standards
Coordinate guest experiences with other departments in a cooperative manner
Effectively communicate information and guest requests to all relevant departments
Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
Independently own VIP groups to provide a seamless experience
Ensure that guest history records are accurately maintained and all repeat guests preferences are met
Facilitate training initiatives (including new hire training) for Guest Service Agents Concierges and Personal Concierges
Ensure and maintain a very high standard of personal hygiene behavior and grooming standards of staff
Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner following through to make sure problems are resolved satisfactorily
Lead the team by example to achieve departmental goals such as the upsell program engagement in the Hilton Honors loyalty program and internal concierge bookings
Strategically manage room inventory to provide a positive guest experience while maximizing occupancy and overall profitability
Identify quality improvement trends and effectively communicates issue to the Front Office Manager
Execute special projects to enhance guest experience hotel revenue/profitability or employee engagement
Perform any other reasonable duties as required by the Front Office Manager
EOE/AA/Disabled/Veterans
Required Experience:
Manager
Employment Type
Full-Time
