Front Desk Supervisor

In this onsite role at DoubleTree by Hilton Hotel Chicago - Oak Brook, you will supervise front desk daily operations, ensuring timely registration and checkout while guiding front desk agents to deliver accurate guest handling, reporting, and readiness of equipment and supplies.

Key Responsibilities

• Greet and welcome guests upon arrival; register guests into the computer by verifying reservation details, address, and credit information; promote the Hotel’s reward program and recognize present members with recognition and benefits.
• Accept payment for guest accounts at registration and at checkout; maintain a house bank, make deposits, and complete accurate daily reports of receipts.
• Supervise front desk agents and ensure the correct sequence of events for proper registration and checkout of guests.
• Assign front desk tasks related to credit handling, missing addresses, registration bucket maintenance, registration cards, posting charges, and maintaining cleanliness and organization of the front desk.
• Arrive on time in full uniform, prepared with the tools and equipment needed for service.
• Review expected arrivals for the day and check all VIP and special request reservations to confirm they are pre-registered, blocked properly, and communicated to other departments regarding room assignments.
• Review daily room availability and inform staff; check departure status on a daily basis.
• Relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
• Provide ongoing training and support to front desk agents.
• Ensure all necessary reports and forms are completed daily.
• Maintain front desk equipment and keep a par stock of supplies.
• Assist concierge with mail and facsimiles; provide guests information about hotel facilities and local attractions.
• Book reservations for guests who approach the Front Desk.
• Maintain a daily log of guests’ opportunities, document corrective action steps, follow up on unresolved situations in a timely manner, and pass appropriate information to other Managers.
• Follow up on credit opportunities.
• Perform other duties as assigned by the Front Office Manager or General Manager.

Requirements

• Ability to read and write to facilitate the communication process.
• Good communication skills, both verbal and written.
• Extensive knowledge of the hotel, its services, and facilities.
• Excellent customer relations skills and leadership capability.
• Detail oriented with outstanding organizational and communication skills.
• Most work tasks performed indoors, with moderate and controlled temperature via hotel environmental systems.

Technologies Used

• Computer
• 10-key adding machine
• Electric typewriter
• Multi-line touch tone phone
• FAX machines
• Photocopiers
• Printers
• Computer screen

Benefits

• Paid time off, including paid holidays, paid sick leave and/or paid leave, and vacation time.
• Medical, dental, and vision insurance.
• Life and disability insurance.
• Employee Assistance Program (EAP).
• Employee discounts (e.g., hotel stays, food & beverage, and partner programs).
• Paid leave benefits in accordance with applicable state and local laws.

Physical Demands

• Ability to stand and exert well-paced ability for up to 8 hours.
• Ability to reach other departments of the hotel on a timely basis.
• Ability to exert well-paced ability in limited space.
• Lifting up to 15 lbs. occasionally.
• Ability to perform activities including grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing, and visual acuity.
• Talking and hearing occur continuously during communication with guests, supervisors, and other employees.
• Ability to spend extended lengths of time viewing a computer screen.
• Vision occurs continuously, including near vision and depth perception.
• Manual dexterity to operate all necessary equipment, including office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed.

Availability and Scheduling Expectations

• The company operates seven days a week, 24 hours a day.
• At times it may be necessary to move you from your accustomed work day, including holidays, or adjust hours based on business or task assignments.
• Work schedules are based on business needs and may vary, including evenings, weekends, and holidays.
• Shifts are based on occupancy levels, events, and seasonal demand.
• Schedules are communicated in advance in accordance with Company policy.

Compensation and Location

Location: Oak Brook, IL (onsite). Pay: USD 20 - 21 per hourly.