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The DoubleTree by Hilton Hotel is currently recruiting for a Front Desk Supervisor to lead our team of customer service champs.
The Front Desk plays a vital role in the running and the appearance of the hotel. It is one of the first areas that the guest encounters upon entering and exiting the hotel Therefore, it is extremely important that a good impression is made to ensure guest confidence and perception.
Primary duties include:
-Greeting guests and checking them in and out of the hotel
-Answering telephones, directing calls, and taking reservations
-Upselling guest rooms when making reservations
-Dealing with all guest requests including faxes, photocopies, etc.
-Providing clear and concise responses to guests in respect to their inquiries or seeking out an answer if you are unable to respond
-Be aware of hotel events in order to provide direction to guests
-Dealing with guest complaints, documenting using appropriate forms and provide copies to Guest Services Manager and General Manager
-Watching for errors and troubleshooting prior to a problem arising
-Training and upgrading of skills for new and junior staff members
-Ensure that shifts run smoothly and appear under control
-Ensure professional, courteous and respectful communication to both staff members and guests
-Designate rest breaks for Front Desk staff
-Ensure that end of shift reports, bucket check, phone checks, and account over limit checks have been completed.
-Ensure that credit cards balance at the end of the shift
-Must have full knowledge of front and back audit procedures
-Be aware of revenue to date as well as labour to familiarize yourself with the operation of the Front Desk
-Maintain appropriate inventory levels
Essential Skills
- Reading text
- Document use
- Oral communication
- Working with others
- Problem solving
- Decision making
- Critical thinking
- Job task planning and organizing
- Computer use
- Continuous learning
- Significant use of memory
Work Setting
- Hotel
Business Equipment and Computer Applications
- Spreadsheet software
- Multi-line switchboard
- Database software
- Computerized reservation system
- General office equipment
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