BASIC PURPOSE: 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.

RESPONSIBILITIES:

• Approach all encounters with guests and associates in a friendly service-oriented manner.
• Maintain regular attendance in compliance with company standards as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working.
• Maintain a friendly and warm demeanor at all times.
• Set the standard for guest relations at the Front Desk.
• Fully comprehend and execute all relevant phases of the front desk computer system.
• Be able to perform all duties of Front Desk Agent.
• Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel (set example for other associates be the team leader).
• Assist the FOM in ensuring that associates are following and maintaining company standards (i.e. answering phones call-backs to guest request log).
• Have knowledge of and assist in all emergency procedures as required.
• Be able to perform complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner.
• Ensure that associates are at all times attentive friendly helpful and courteous to all guests managers and all other associates.
• Be involved in departmental meeting planning and execution.
• Assist in training of new hires and current associates on a regular basis.
• Comply at all times with company standards and regulations to encourage safe and efficient hotel operations.
• Perform any other duty as required by management.

KNOWLEDGE AND SKILLS:

• 1 year Hilton Front Office experience required (any Hilton brand acceptable).
• Availability to work a flexible schedule including weekdays, weekends, evenings, and holidays.
• A valid driver's license preferred.
• Strong verbal and written communication skills.
• Ability to comprehend and process basic math.
• Must be able to independently evaluate and select among alternative courses of action quickly and accurately.
• Must be able to independently work well in stressful high-pressure situations including ability to handle guest objections and disputes to satisfactory results.
• Must be able to show initiative in job performance including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in problem solving including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at listening, clarifying, and resolving most concerns and issues raised by co-workers and guests.