Front Desk Supervisor

Park Hotels & Resorts - Washington, DC

Full-time - Mid Level

Washington, DC

101-250 employees

Accommodation

About the position

The Front Desk Supervisor at Embassy Suites by Hilton Washington DC Chevy Chase Pavilion is responsible for overseeing the daily operations of the front desk, ensuring high levels of guest satisfaction, and managing the front desk team. This role involves hiring, training, and evaluating staff, as well as resolving guest issues and implementing company programs to maximize revenue and service quality.

Responsibilities

• Interview, hire, train, and evaluate front desk staff.
• Respond to guest requests and resolve issues to ensure satisfaction.
• Supervise daily operations of the front desk to comply with company standards.
• Motivate associates to provide quality service and hospitality.
• Remain calm during emergencies and heavy hotel activity, serving as a role model.
• Conduct thorough research to resolve customer complaints and complications.
• Authorize revenue allowances to remedy problems after exploring alternatives.
• Comply with attendance rules and be available to work regularly.

Requirements

• Must have Hilton experience.
• Ability to communicate effectively in English.
• Self-starting personality with a professional appearance.
• Ability to work as a team player and assist co-workers.
• Strong customer service skills, including patience and diplomacy.
• Basic mathematical skills and proficiency with calculators.
• Ability to use a moderately complex computer system for data entry.
• Ability to stand and walk continuously behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to prepare complex reports on room availability and revenues.

Nice-to-haves

• Experience in a supervisory role in hospitality.
• Knowledge of hotel operations and front desk procedures.

Benefits

• Health insurance coverage.
• Paid holidays and vacation time.
• Employee discounts on hotel stays.