Supervisor Front Desk Position Available In Miami-Dade, Florida

Job Description:

Location:

Resorts World

OMNI1601

Biscayne BlvdMiami, FL 33132,USAProvide guidance and leadership as the Front Desk Supervisor andensure consistent quality of customer service is provided to allguests in accordance with Hilton standards.

ESSENTIAL DUTIES &RESPONSIBILITIES

Assign and instruct Front Desk Agents, Operators and BellAttendants in detail to work. Observe performance and encourageimprovement. Monitor lobby traffic to make staffing adjustmentsaccordingly. Supervise front desk operations by completing a checklist ofimportant daily tasks, determining room and rate availability andmaking decisions that are in the best interest of the hotel. AssistFront Desk Agents, Operators, Reservation Agents, Bell Attendantsand other departments with any questions or requests. Resolve customer complaints by conducting thorough research ofthe situation and the most effective resolution. Authorize revenueallowances to remedy problems only after alternative solutions havebeen offered. Prepare and conduct daily pre-shift meetings, communicateeffectively with all staff and provide them with any informationnecessary to provide guest service in accordance with Hiltonstandards. Monitor performance of staff with performance evaluations anddiscipline issues. Make recommendations for training related issueswhen inconsistencies develop at the Front Desk. Assimilate into The Hilton Blue Energy culture throughunderstanding, supporting and participating in all elements of BlueEnergy. Demonstrate working knowledge of the servicestandards. Regular attendance in conformance with the standards, which maybe established by Resorts World Omni and/or Hilton Worldwide fromtime to time, is essential to the successful performance of thisposition. Due to the cyclical nature of the hospitality industry,employees may be required to work varying schedules to reflect thebusiness needs of the hotel.

SUPPORTIVE FUNCTIONS

In addition toperformance of the essential functions, this position may berequired to perform a combination of the following supportivefunctions, with the percentage of time performing each function tobe solely determined by management based on the particularrequirements of the company: Perform other duties as assigned by the Director of FrontOffice. Complete daily checklists of duties, to assure that appropriatereports are filed, and use analysis and judgment skills whenpreparing room discrepancy reports. Pre-Register all VIP’s and Hilton Honors Reservations so thatthe rooms may be inspected, and at the same time to ensureamenities are delivered to the correct rooms. Transmit daily HHonors and airline bonus mileage accounts. Prepare daily forecast of expected arrivals and departuresusing analysis and judgment skills. Operation of office equipment such as facsimile and photocopieras needed. Respond promptly to guest requests for a supervisor ormanager.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

Ability to effectively deal with internal and externalcustomers, some of whom will require high levels of patience, tact,and diplomacy to defuse anger and collect accurate information toresolve conflicts. Basic mathematical skills and considerable skill in the use andoperation of a calculator to prepare moderately complexmathematical calculations without error. Ability to listen effectively and comprehend the Englishlanguage to understand and obtain instructions andinformation. Ability to see and hear in order to observe and detect signs ofemergency situations.

WORK EXPERIENCE & EDUCATION REQUIREMENTS

High school diploma or equivalent required. Some collegepreferred. One year combined Front Desk and Supervisory experience inhospitality or related industry preferred. #J-18808-Ljbffr