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Front Desk Supervisor - Hilton Norfolk The Main

  2025-08-29     Gold Key PHR     Norfolk,VA  
Description:

Overview

Supervise the Front Desk operations to achieve customer satisfaction, quality service, and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals. Assist the department manager(s) with short-term planning and day-to-day operations of the Front Desk, ensuring excellent service and quality. Major areas of responsibility include: Front Desk, Bell Stand, & PBX. Recommend, implement, and monitor the Department's budget, managing expenses within approved constraints.

Responsibilities

Responsibilities of Gold Key|PHR Supervisors:

  • Understand shift needs, deploy resources, and communicate plans to staff to ensure timely delivery of products and services.
  • Use Job Skill Handbooks to coach and train Associates consistently.
  • Utilize approved tools and checklists to set daily expectations and ensure task completion.
  • Provide motivation and encouragement to foster teamwork and excellent service.
  • Monitor daily time and attendance, adjusting for call-offs or business changes to meet labor budgets.
  • Follow Service Recovery guidelines to resolve guest concerns satisfactorily and escalate when necessary.
  • Promote Gold Key/PHRs service culture, "The Keys to Making it Right," focusing on guest satisfaction and social media reputation.
  • Regularly inspect assigned areas to ensure standards, cleanliness, environment, and guest experience are maintained; take corrective actions as needed.
  • Manage safety and security procedures proactively to prevent accidents and ensure healthy environments.
  • Ensure compliance with all training requirements, including new hire, certification, and re-certification.
  • Perform other duties as assigned.
  • Handle guest check-ins and check-outs efficiently and professionally.
  • Supervise desk clerks and workload during shifts; complete shift checklists.
  • Run accurate room status reports and communicate with relevant departments.
  • Maintain and update group information, monitor requirements, and relay necessary details.
  • Verify cash balances, bank deposits, and monitor key control for security.
  • Respond to guest inquiries about hotel layout, amenities, and services.
  • Maintain good communication with all departments.
  • Train, cross-train, and re-train Front Desk personnel as needed.
  • Assist Front Desk and Front Office Manager when necessary.
  • Oversee associates' duties, inspect work for standards compliance.
  • Assist in scheduling and inventory management.
  • Investigate complaints and take corrective actions or escalate.
  • Prepare reports on occupancy, payroll, and expenses; communicate issues to management.
  • Create a "WOW" guest experience through friendly interactions.
  • Possess full knowledge of hotel operations and franchise standards.
  • Interact courteously with guests and staff.
  • Ensure timely and efficient handling of guest requests.
  • Conduct daily pre-shift meetings and attend weekly staff meetings.
  • Record work data and prepare reports.
  • Maintain compliance with WA standards and enforce uniform and grooming standards.
  • Report unsafe conditions and violations.
  • Assign duties and inspect work for standards compliance.
  • Perform other duties as assigned.
    • Qualifications

    High School diploma or equivalent required. 1-2 years supervisory experience in a hotel or customer service role preferred. Typing speed of at least 35 wpm, IBM data entry experience desirable. Ability to communicate effectively in English; second language a plus. Capable of handling cash and credit transactions, applying company rules and SOPs, and supervising staff. Strong communication, computer, and property management system skills. Proven leadership in developing team members and maintaining a positive work environment. Good problem-solving abilities, mathematical skills, and proficiency with computer systems are essential.

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