Hilton Dallas/Southlake Town Square
Front Desk Supervisor
Hilton Dallas/Southlake Town Square, Southlake, Texas, United States, 76092
Overview
The Hilton Southlake Town Square is proud to be one of Hiltons most prestigious properties in North America, consistently ranking in the top 10% for guest service and overall cleanliness. As a Connie Award-winning hotel, we offer 248 beautifully appointed guest rooms and over 28,000 square feet of flexible meeting space, all overlooking the vibrant Southlake Town Square. At Hilton Southlake, we also take care of our team with employee discounts at Hilton Hotels & Resorts, a Quarterly Team Member Celebration, and our Employee of the Quarter Program. Complimentary meals and a fun, supportive work environment are provided. Join us and be a part of something truly special. Team Member Experience at Hilton Southlake At Hilton Southlake, we believe that exceptional hospitality begins with a thriving team. Were proud to offer a workplace culture that values connection, recognition, and shared success. Our commitment to team member well-being goes beyond the job description. Responsibilities
Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observe performance and encourage improvement. Greets guests with a friendly and sincere welcome. Listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete registration by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate room selections based on guest needs. Code electronic keys. Confirm room number and rate. Provide welcome folders with keys, certificates, and coupons as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization. Handle cash; balance as assigned. Accept and record vouchers, travelers checks, and other forms of payment. Perform moderately complex arithmetic using a calculator. Post charges to guest rooms and house accounts using the computer. Answer the telephone promptly using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested. Remain calm during emergency situations and heavy hotel activity, serving as a role model for staff. Resolve customer complications and complaints by conducting thorough research and applying effective solutions. Make decisions and take action based on experience and good judgment, sometimes revising procedures for unusual situations. Authorize revenue allowances to remedy problems only after other options have been offered. Manage third-party internet billing and arrivals. Prepare group arrivals and pre-arrival packets as requested. Anticipate flow of arrivals and take steps to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling, use of CRM Toolbox, and organization of hotel. Ensure compliance with brand standards. Coordinate and track successful completion of training on the PMS system. Monitor and track time and attendance of associates. Enforce attendance policy and recommend disciplinary actions for non-compliance. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent, high-quality work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in the absence of the Front Office Manager. Turn in all lost and found items and all guest room keys. Adhere to all company policies and procedures. Follow safety and security procedures and rules. Know department fire prevention and emergency procedures. Utilize protective equipment. Report unsafe conditions and accidents to management. Provide for a safe work environment by following all safety and security procedures and rules. All team members must maintain a neat, clean, and well-groomed appearance (specific standards outlined in team member handbook). Assist other Front Desk personnel when needed. Perform any related duties as requested by management. Knowledge, Skills & Abilities Any combination of education and experience equivalent to and including a high school diploma or equivalent; high school diploma preferred. Ability to effectively deal with internal and external customers with patience, tact, and diplomacy to resolve conflicts. Two years of combined front desk and supervisor experience. Strong numerical ability and comfort with calculator-driven calculations. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and input information using a moderately complex computer system. Ability to observe and respond to signs of emergency situations. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing 95% of shift Lifting up to 25 pounds maximum Occasional twisting, bending, stooping, reaching, standing, walking Frequent talking, hearing, seeing, and smiling Benefits
401(k) Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Source: Driftwood Hospitality #J-18808-Ljbffr
The Hilton Southlake Town Square is proud to be one of Hiltons most prestigious properties in North America, consistently ranking in the top 10% for guest service and overall cleanliness. As a Connie Award-winning hotel, we offer 248 beautifully appointed guest rooms and over 28,000 square feet of flexible meeting space, all overlooking the vibrant Southlake Town Square. At Hilton Southlake, we also take care of our team with employee discounts at Hilton Hotels & Resorts, a Quarterly Team Member Celebration, and our Employee of the Quarter Program. Complimentary meals and a fun, supportive work environment are provided. Join us and be a part of something truly special. Team Member Experience at Hilton Southlake At Hilton Southlake, we believe that exceptional hospitality begins with a thriving team. Were proud to offer a workplace culture that values connection, recognition, and shared success. Our commitment to team member well-being goes beyond the job description. Responsibilities
Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observe performance and encourage improvement. Greets guests with a friendly and sincere welcome. Listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete registration by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate room selections based on guest needs. Code electronic keys. Confirm room number and rate. Provide welcome folders with keys, certificates, and coupons as appropriate. Close out guest accounts at checkout. In case of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout the front office area. Verify and imprint credit cards for authorization. Handle cash; balance as assigned. Accept and record vouchers, travelers checks, and other forms of payment. Perform moderately complex arithmetic using a calculator. Post charges to guest rooms and house accounts using the computer. Answer the telephone promptly using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested. Remain calm during emergency situations and heavy hotel activity, serving as a role model for staff. Resolve customer complications and complaints by conducting thorough research and applying effective solutions. Make decisions and take action based on experience and good judgment, sometimes revising procedures for unusual situations. Authorize revenue allowances to remedy problems only after other options have been offered. Manage third-party internet billing and arrivals. Prepare group arrivals and pre-arrival packets as requested. Anticipate flow of arrivals and take steps to ensure smooth check-in/check-out. Train new agents in daily duties including cash handling, use of CRM Toolbox, and organization of hotel. Ensure compliance with brand standards. Coordinate and track successful completion of training on the PMS system. Monitor and track time and attendance of associates. Enforce attendance policy and recommend disciplinary actions for non-compliance. Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent, high-quality work environment. Be familiar with and able to perform duties on all shifts, including Night Audit and PBX. Serve as Manager on Duty (MOD) in the absence of the Front Office Manager. Turn in all lost and found items and all guest room keys. Adhere to all company policies and procedures. Follow safety and security procedures and rules. Know department fire prevention and emergency procedures. Utilize protective equipment. Report unsafe conditions and accidents to management. Provide for a safe work environment by following all safety and security procedures and rules. All team members must maintain a neat, clean, and well-groomed appearance (specific standards outlined in team member handbook). Assist other Front Desk personnel when needed. Perform any related duties as requested by management. Knowledge, Skills & Abilities Any combination of education and experience equivalent to and including a high school diploma or equivalent; high school diploma preferred. Ability to effectively deal with internal and external customers with patience, tact, and diplomacy to resolve conflicts. Two years of combined front desk and supervisor experience. Strong numerical ability and comfort with calculator-driven calculations. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and input information using a moderately complex computer system. Ability to observe and respond to signs of emergency situations. Physical Demands
Ability to stand and move throughout the front office and perform essential job functions. Standing 95% of shift Lifting up to 25 pounds maximum Occasional twisting, bending, stooping, reaching, standing, walking Frequent talking, hearing, seeing, and smiling Benefits
401(k) Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Vision insurance Room Discounts Employee Food and Beverage Discounts EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. Source: Driftwood Hospitality #J-18808-Ljbffr