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Front Desk Supervisor

Company: Doubletree by Hilton Austin
Location: Austin
Posted on: August 5, 2022

Job Description:

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.
Responsibilities


- Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
- Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
- Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Communicate both verbally and in writing to provide clear direction to staff.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job related duties as assigned.
About Us

With a 30 year history of success in the Austin hospitality market, the beautiful Doubletree Austin has been recognized for many years for outstanding performance. We are honored to have been selected as a winner for the local Recognize Good Award for Ethics in Business and have received numerous accolades for our work in the community. We are committed to promoting an enriching work environment and are committed to developing and promoting our team.We are loaded with perks: Medical, Dental, and Vision Insurance, 401 (k) with employer matching and HEI and Hilton Hotel Discounts to name a few. We offer free onsite parking, recognition and incentive programs for our team members, paid time off, flexible holiday programs and SO much more. We look forward to welcoming all new team members to the Doubletree family!We value U.S. military experience and invite all qualified military candidates to apply.

Keywords: Doubletree by Hilton Austin, Austin , Front Desk Supervisor, Other , Austin, Texas

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