At Hyatt Place, we believe our guests choose us because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences. This position reports to the Assistant General Manager.
Position Summary:
The Front Desk Supervisor at Hyatt Place holds a vital position within our hospitality team, ensuring that our guests receive an exceptional level of service from the moment they enter our doors. Central to our hotel's day-to-day operations, this role offers a dynamic combination of leadership and guest interaction responsibilities. In partnership with the Assistant General Manager, the Front Desk Supervisor oversees the front desk staff, ensuring that guest check-ins and check-outs are conducted smoothly, room reservations are efficiently managed, and all guest inquiries are addressed promptly and satisfactorily. Additionally, this position is key in maintaining the operational and service standards of the front desk, including the management of room assignments and the facilitation of guest requests.
The role demands strong organizational skills, an ability to lead and motivate a team, and a proactive approach to problem-solving to ensure a high-quality guest experience. The Front Desk Supervisor must exhibit excellent communication skills, a friendly and professional manner, and a dedication to resolving any issues that guests may face with empathy and efficiency.
Essential Duties and Responsibilities (Other duties may be assigned):
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
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Greet guests warmly upon their arrival, efficiently check them in, and provide immediate assistance with any questions or needs they may have, ensuring their experience is enhanced from the moment they step into Hyatt Place.
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Handle reservation tasks with precision, including booking, modifications, and cancellations, emphasizing meticulous attention to detail to guarantee a smooth and effortless process for our guests.
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Quickly and empathetically address and resolve any guest concerns, maintaining Hyatt's reputation for service excellence by finding solutions that meet our high standards.
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Maintain up-to-date knowledge of the hotel's amenities, services, and the local area's attractions to provide guests with valuable recommendations and information, enhancing their stay.
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Ensure the cleanliness and appeal of the lobby, front desk area, and other public spaces, creating a welcoming environment for everyone.
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Collaborate closely with the housekeeping and maintenance departments to promptly address any room or facility issues, ensuring guest comfort and satisfaction.
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Conduct all payment transactions with integrity, strictly following the hotels financial protocols to ensure honesty and trustworthiness in all financial interactions.
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Support the achievement of team goals by willingly taking on relevant tasks as needed, promoting a culture of teamwork and cooperation.
Joining Hyatt Place as a Front Desk Supervisor means becoming an integral part of a dynamic team committed to delivering unparalleled guest experiences. We value your dedication to service excellence and your contribution to our guests' memorable stays. Our culture emphasizes professional development, teamwork, and inclusivity, providing a foundation for your career growth in the hospitality industry.
Qualifications Requirements:
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Proven ability to interact positively with guests from diverse socioeconomic, cultural, disability, and ethnic backgrounds.
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Requires a High School Diploma or equivalent education.
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At least one year of progressive experience in hospitality, particularly in guest services, with a preference for those familiar with the Hilton brand.
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Must have a strong focus on guest satisfaction, coupled with excellent professional demeanor and presentation skills.
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Possess a customer-centric attitude with refined professional presentation skills.
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Key strengths should encompass high energy levels, a proactive attitude, strong communication abilities, a track record of providing outstanding customer service, and a talent for improving operational effectiveness.
Physical Demands:
The Front Desk Supervisor role is characterized by a series of physical requirements essential for the proficient execution of duties, all aimed at upholding the hotel’s promise of outstanding guest experiences. These physical demands are a testament to the capability of an individual to carry out tasks that are pivotal in maintaining the hotel’s operational excellence and guest satisfaction. Accommodations can be made to enable those with disabilities to meet these vital functions effectively.
Physical Demands Continued:
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Prolonged standing to manage the front desk operations, facilitate guest check-ins and check-outs, and cater to any immediate needs or emergencies that arise.
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Efficient navigation within the hotel’s front desk and lobby areas to uphold exceptional levels of guest service and operational standards throughout the day.
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Assistance with handling guests' luggage and belongings, ensuring safe transport to rooms or specified locations within the hotel.
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Manual dexterity for operating computer systems, managing key cards, and handling other vital front desk equipment to ensure guest satisfaction and smooth operations.
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Clear and articulate communication with guests, team members, and management to convey information, address issues, and maintain the quality of service the hotel is known for.
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Flexibility to accommodate and address the wide array of guest needs and situations that occur, providing tailored service to enhance guest experiences.
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Maintenance of the front desk and adjacent areas to keep them tidy, organized, and in compliance with the hotel’s standards, throughout the day.
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Collaborative work with the hotel staff, including security, to ensure a secure, enjoyable, and uninterrupted stay for all guests.
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Willingness to work a variable schedule, including weekends and holidays, to meet the hotel’s operational needs and exceed guest expectations.
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Occasionally engaging in lifting, handling, or moving objects up to 35 lbs, including guests’ luggage or materials required for daily operations or special events
