Front Desk Supervisor- Night Audit - University of Houston

Organization

Provide guidance and leadership of the Hilton Hotel Front desk to ensure consistent quality of customer service is provided to all guest in accordance with Hilton standards.

1. Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.

2. May perform the duties of Front Desk Clerk and/ or Night Audit .

3. Perform front desk operations by completing checklist of important daily tasks including night audits, and determining room and rate availability.

4. 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.

5. Monitor performance of staff with performance evaluations and make recommendations for training when inconsistencies develop at the Front Desk.

6. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.

7. Performs other job-related duties as assigned.

EEO/AA

Additional r esponsibilities:

• This position is responsible for the oversight of specific night audit duties as well as oversees the front office during the overnight shift
• Greet and welcome guests in a friendly and professional manner
• Check-in and check-out guests, ensuring accuracy of information
• Provide information about hotel facilities, services, and local attractions
• Handle guest inquiries, requests, and complaints promptly and efficiently
• Assist with reservations and room assignments
• Process payments and maintain accurate records
• Maintain a clean and organized front desk area
• Collaborate with other hotel departments to ensure guest satisfaction
• Follow all hotel policies and procedures

Additional Job Posting Information:

      Schedule:

• • 8 hour shift
  • Evening shift (3pm-11pm)
  • Holidays
  • Overnight (11pm-7am)
  • Must be available to work weekends and holidays.

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.

• Department is willing to accept education in lieu of experience

Preferred skills: 

• Experience in Night Audit preferred
• Excellent guest relations skills with a focus on providing exceptional hospitality
• Knowledge of hotel operations and hospitality management principles
• Experience working in a hotel or similar customer service environment preferred
• Bilingual/multilingual skills are a plus
• Strong communication skills, both verbal and written
• Proficient in using front desk software systems and phone systems
• Ability to handle multiple tasks simultaneously with attention to detail
• Problem-solving skills to address guest issues effectively
• Flexibility to work various shifts, including evenings, weekends, and holidays

Employee Status

Job Posting