Provide guidance and leadership of the Hotel Front desk to ensure consistent quality of customer service is provided to all guest in accordance with Hilton standards.
Conduct daily night audit to maintain professional financial standards of the hotel by managing the end-of-day reports, ensuring accuracy, and reporting anomalies.
Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
Supervise front desk operations by completing checklist of important daily tasks, and determining room and rate availabilty.
Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
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 make recommendations for training when inconsistencies develop at the Front Desk.
May perform the duties of Front Desk Clerk when needed.
Performs other job-related duties as assigned.
High school and 3 years experience
Requires a basic knowledge of grammar, spelling, punctuation and simple mathematical functions like percentages, ratios, etc. as might normally be acquired through attainment of a high school diploma or GED. Requires a minimum of one (3) year of directly job-related experience
Experience working with hotel property management systems (OnQ or similar) required.
Experience working in the night audit at a full-service hotel preferred.
Internal Number: STA004232
About University of Houston
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