Front Desk Supervisor - Hilton University of Houston (Finance)

Department: Global Hospitality Leadership Salary: 15.00 - 15.31
Description:

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.

1. Assign and instruct Guest Service Agents, Operators, Bell attendants in details of work and monitor lobby traffic to make staffing adjustments.
2. Supervise front desk operations by completing checklist of important daily tasks and determining room and rate availability.
3. Resolve customer complaints by conducting thorough research of situation and the most effective resolutions.
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. May perform the duties of Front Desk Clerk when needed.
7. Performs other job-related duties as assigned.

Job Title: Night Auditor
Location: Hilton University of Houston, 4450 University Dr. Houston, TX 77204
Shift: Overnight 11:00PM-7:00 AM (Weeknights, Weekends and Holidays)

Overview
At Hilton University of Houston, we are passionate about nurturing the next generation of hospitality professionals. In partnership with the University of Houston's renowned Conrad N. Hilton Global Hospitality Leadership Program, this role offers an exceptional opportunity to gain hands-on experience in a dynamic, real-world setting. As our Night Auditor, you would be responsible for overseeing the auditing, posting and balancing of daily financial transactions to support the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards and embody the spirit and culture of both Hilton and the University of Houston.

Key Responsibilities:
Audit, post and balance daily cashiers' work for outlets including, but not limited to, outlets in Rooms and Food and Beverage
Ensure credit card system reconciles to daily transaction lists
Schedule, assign daily work, inform and train team members
Monitor, observe and assist in evaluating team member performance
Achieve positive outcomes from Guest queries in a timely and efficient manner
Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required
Ensure that both the Front Office Manager and Front Office Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments
Demonstrate a high level of customer service at all times
Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts
Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Follow company brand standards
Assist other departments, as necessary

Qualifications:
Previous experience in a customer-focused industry is preferred
Completed high school certificate or equivalent
Positive attitude and good communication skills
Commitment to delivering a high level of customer service
Ability to work on your own and as part of a team
Competent level of IT proficiency
Previous experience in cash handling

Specifically, we look for demonstration of these Hilton Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:
Quality
Productivity
Dependability
Customer Focus
Adaptability

MQ: 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

All positions at the University of Houston-System are security sensitive and will require a criminal history check.

The University of Houston System and its universities are an Equal Opportunity Institution.