FRONT DESK SUPERVISOR

This is an exciting opportunity to lead the front desk team at our award-winning Hilton Garden Inn Daytona Beach Oceanfront.
 
 
BASIC PURPOSE: Manage the Front Desk Services operations to achieve customer satisfaction, quality service and compliance with Hilton Garden Inn policies and procedures while meeting/exceeding financial goals.  Assist the General Manager and Front Office Manager in his/her duties.

Organizational Scope: Position is responsible for the short-term planning and day-to-day operations of the Front Office Department. The major areas of responsibility include: Front Desk, PBX, Night Audit. Recommends, implements and monitors the Department’s budget and manages expenses within approved budget constraints.

ESSENTIAL FUNCTIONS:

1. Sell rooms so as to maximize the average daily rate and occupancy.

2. Check in and out guests in an efficient and friendly manner.

3. Maintain cash bank in order to receive payment and make change.

4. Answer phones within 3 rings.

5. Assist with reservations during each shift as needed.

6. Know all Front Desk policies and procedures, including 100% guest satisfaction.
 
7. Implement company programs and manage the operations of the Front Desk Office (Front Desk, PBX, Night Audit) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service. (20%)

 8. Prepare forecasts and reports and assist in the development, implement, and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. (20%)

 9. Resolve customer complaints, anticipate potential problems by reviewing ad monitoring complains, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)

 10. Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. (10%)

 11. Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)

12. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (5%)

NON-ESSENTIAL FUNCTIONS: (5%)

1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.

2. Maintain good working relationships and open lines of communication with all other departments.

3. Perform the Manager on Duty functions as assigned.

Knowledge and Skills:

Education: Four year college degree or equivalent education/experience.

Experience: From two to three full years of full employment in a related position.

Skills and Abilities:  
Requires knowledge of discipline-specific policies, procedures and services and general knowledge of other departments in the hotel.
Requires supervision/management skills.
Ability to achieve positive guest relations and maximize guest satisfaction.
Ability to communicate in English. Second language desirable.
Ability to handle cash and credit transactions.
Ability to enforce all company rules and SOPs.