Front Desk Supervisor

Website Hilton

At the Embassy Suites San Francisco Airport, we strive for delivering excellent customer service with each and every guest interaction. We are looking for talented individual who is very passionate to “Make A Difference” in our guest’ lives while they are staying with us.

What will I be doing?

As a Front Desk Supervisor, you report to the Director of Operations and your main roles and responsibilities are essentially specific to the following:

  • Oversee and manage the front desk operations by completing a checklist of important daily tasks, determining room/rate availability and make decisions in the best interest of the hotel
  • Authorize revenue allowance to remedy guest problems
  • Provide excellent guest service, guidance and leadership to ensure consistent customer service
  • Assign and instruct team members in details of daily tasks
  • Monitor lobby traffic to make staffing adjustment accordingly
  • Resolve customer complaints by conducting a thorough research of the situation
  • Empower team members to “Make It Right”
  • Train, supervise, coach & counsel team members
  • Monitor staff performance and make recommendations for all training related issues to address inconsistencies
  • Prepare and conduct daily pre-shifts to communicate important information with all staff to provide excellent guest service in accordance to Hilton standards
  • Promote and enroll guests into Honors program
  • Achieve specific monthly goals

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager/director based upon the particular requirements of the company.

  • Perform other duties as assigned by Director or Assistant Director or Front Office Manager
  • Complete daily checklists of duties, to assure that appropriate reports are filed, and use analysis and judgment skills when preparing room discrepancy report.
  • Pre Register all VIP’s and Hilton Honors Reservations so that the rooms may be inspected, and at the same time to ensure amenities are delivered to the correct rooms.
  • Transmit daily HHonors and airline bonus mileage accounts.
  • Prepare daily forecast of expected arrivals and departures using analysis and judgment skills.
  • Operation of office equipment such as facsimile and photocopier as needed.
  • Respond promptly to guest requests for a supervisor of manager.

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 – We’re passionate about delivering exceptional guest experiences.
  • Integrity – We do the right thing, all the time.
  • Leadership – We’re leaders in our industry and in our communities.
  • Teamwork – We’re team players in everything we do.
  • Ownership – We’re 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

Basic requirements:

  • Minimum 1 year experience as a hotel front desk agent
  • Minimum 1 year supervisory experience
  • Must be able to work any shift (AM, PM or Overnight)
  • Must be able to work on weekends and holidays
  • Must speak fluent English
  • Must be proficient in Microsoft Word and Excel
  • Ability to speak other languages is a plus

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced 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!