Guest Services/Front Desk Supervisor - DoubleTree by Hilton

Job Description

6PM Hospitality is seeking positive, forward-thinking individuals to join our team at the newly-renovated DoubleTree by Hilton in Battle Creek, MI. 6PM Hospitality consists of a team of hospitality experts who draw upon decades of experience to make everything from the front desk to the back office achieve a standard of excellence. We partner with property owners, brands, investors and financial institutions to transform short stays into unforgettable experiences, and turn investments into solid returns. Come be a part of our excellence driven team!

Position Summary:

The Guest Services Supervisor is responsible for providing strong sales techniques and excellent guest service as well as overseeing Guest Service Representatives, according to 6PM Hospitality Core Values and Hilton standards. This includes going above and beyond to ensure that guests are 100%satisfied. This position will also manage all aspects of the Front Office in the absence of the Guest Services Manager.

Essential Functions

Report to work in professionally appropriate attire, presented neat, and clean

Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued

Anticipate and meet the needs and expectations of our guests, then go one step further

Lead by example and uphold all 6PM Hospitality policies

Holds title of Hilton Honors Champion per Hilton brand standards

Hold Team Members accountable to the standards of employment and job performance set by the Core Values of 6PM Hospitality and Hilton. Discipline Team Members as needed, according to 6PM Hospitality’s policies

Rotate Manager on Duty shifts, including weekends, for the hotel as business dictates

Ensure front desk shifts are always covered, including weekends, holidays, call-ins, vacations, etc. making it fair for all Team Members and ensuring all job duties are covered

Assist in hiring, training, and evaluating Guest Service Representatives (GSRs)

Ensure all GSRs are selling the property according to the 6PM Hospitality sales standards

Review all guest surveys and follow up as needed to perform any service recovery

Monitor inventory in OnQ on a daily basis and correct any out of balance issues

Perform property walk-arounds each day and address all issues encountered. Report any issues to the appropriate department and General Manager

Assist with responding to SALT and Guest Assistance reviews

Responsible for Hilton Honors Tally point deposit logs

Prospect new hotel and event business

Assist GSM in collecting Front Desk Prospecting with weekly guest names

Input rooming lists for groups including changes/requests

Provide tours of the property, being sure to highlight all of the amenities

Monitor safety conditions and employees’ conformance with safety procedures; update emergency plans and procedures and assure that effective training for these programs is conducted in all departments

Assist GSM with conducting departmental meetings

Assist other departments as needed

Follow all 6PM Hospitality Processes

Exhibit regular and recurrent attendance records

Other duties as requested by management

Position Requirements:

Minimum Knowledge:

Requires ability to interpret/extract information and/or perform arithmetic functions.

May require typing, basic computer knowledge, record keeping, or word processing.

Good communication skills

Formal Education and Job-Related Experience:

This position requires a minimum formal education of a high school diploma or equivalent related experience.

One year of Guest Service Representative experience required.

License, Training, and/or Certification Required:

CPR Training

TIPS certification (may be completed upon hire)

Excellent driving record required

Working Conditions and Physical Effort:

Stress Load: Regular exposure to stresses

Workload Fluctuation: The workload required to perform this job requires ability to adapt to change

Manual Skills: Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations

Physical Effort: Some portions (10-50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day

Physical Environment: Some portions (10-50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes. Working surfaces may be un-level, slippery, or unstable

Work Schedule: Work regularly requires daytime assignments but varies according to business demands and needs. Evenings, overnights, holidays, and/or weekend assignments may be required by AGM and/or GM.

Occupational Risks: Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials

Ergonomics Risks: Some portions (10- 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures

Safety: Responsible for adhering to all safety policies and procedures of 6PM Hospitality

Required Travel: Position does require travel to other 6PM Hospitality properties, client locations, or other locations. Relocation assistance is not available for this position.

Employee Benefits

Paid time off for all full-time and part-time team members

8 hours of paid volunteer paid for all team members

Holiday pay

Travel discounts for employees, friends, & family

Restaurant discounts

Referral Program

Health, vision, and dental insurance available for all full-time team members

Employee recognition perks and benefits

Advancement opportunities

Paid maternity/paternity leave or adoption leave for qualifying FMLA