3752 Las Vegas Blvd S
Las Vegas,
NV
89158
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.
Scope of PositionThe Front Office Supervisor is responsible for supporting the Assistant Front Office Managers and Front Office Managers in overseeing the effective and efficient operation of Front Office, which includes Guest Service Agents, Concierge, Rooms Control, and Personal Concierge.
Duties and Supporting ResponsibilitiesOperate the Front Office properly, efficiently, and with profitability Supervise and assist Guest Service Agents, Rooms Control, Concierge, and Personal Concierge with their duties if necessary Ensure frequent management presence at the Front Desk Enforce company, hotel, and departmental policies and procedures Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star standards Coordinate guest experiences with other departments in a cooperative manner Effectively communicate information and guest requests to all relevant departments Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs Independently own VIP groups to provide a seamless experience Ensure that guest history records are accurately maintained and all repeat guests preferences are met Facilitate training initiatives (including new hire training) for Guest Service Agents, Concierges, and Personal Concierges Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily Lead the team by example to achieve departmental goals, such as the upsell program, engagement in the Hilton Honors loyalty program, and internal concierge bookings Strategically manage room inventory to provide a positive guest experience, while maximizing occupancy and overall profitability Identify quality improvement trends and effectively communicates issue to the Front Office Manager Execute special projects to enhance guest experience, hotel revenue/profitability, or employee engagement Perform any other reasonable duties as required by the Front Office ManagerWhat 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:
In addition, we look for the demonstration of the following key attributes:
Mandatory
Preferred:
Bachelor's degree in Hospitality Management or a related field 2 years of Front Desk experience Experience in managing room inventory 1 year of Front Desk supervisory/management experience OnQ Experience Fluency in a secondary languageWhat 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!
Waldorf Astoria Las Vegas offers extraordinary experiences in the heart of one of the world’s most vibrant cities, where spectacular views from every space are rivalled only by the glittering skyline. Explore a range of outstanding dining experiences by celebrated chefs and a sprawling spa, where relaxation and rejuvenation take center stage.