Front Office Supervisor

Description

Embassy Suites Orlando Airport is looking for their next Front Office Supervisor to join the Front Office Team! With 174 suites, this hotel is two miles from Orlando International Airport, and walking distance from nearby offices, dining, and shopping venues. Orlando theme parks are just 30 minutes from our door. All guests enjoy free airport shuttle, free made-to-order breakfast buffet and daily drinks and snacks at our complimentary Evening Reception.

The ideal candidate will have Front Office supervisory experience or Guest Service Agent experience, ideally ONQ PMS System knowledge and will have full availability to work the ever-changing schedule of hospitality. This is a fantastic opportunity for those seeking to grow in their hospitality career.

Shift Pattern: A mix of both AM and PM shifts, starting as early as 7AM and finishing as late as 11.30PM, with flexibility for some overnight shifts, if needed. Weekends and Holidays availability is required. 

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.

• Assign and instruct Guest Service Agents, Operators, and Bell Attendants in details of work. Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.
• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability, and making decisions that are in the best interest of the hotel. Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants, and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and the most effective resolution. Authorize revenue allowances to remedy problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any information necessary to provide guest service in accordance with Hilton standards.
• Monitor performance of staff with performance evaluations and discipline issues. Make recommendations for training-related issues when inconsistencies develop at the Front Desk.

Requirements

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

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!

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