Front Desk Supervisor

Front Desk Supervisor

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Posted November 20, 2021

Seeking an energetic leader who is passionate about team work with a strong and positive attitude, willing to work concurrently with existing and new team members and management to help solidify and strengthen the front desk department.

APPLY NOW TO BE PART OF THE DOUBLETREE BWI DREAM TEAM!

The Front Desk Supervisor is responsible for daily supervision of the Front Desk staff, quality service, guest satisfaction and safety.  Supervises check-ins, check-outs, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.  Supervises the processing of guest bills and collection of payments in compliance with cash handling, credit card processing and accounting policies and procedures.  Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.  Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting.  Knowledgeable on hotel facilities and services to assist guests as appropriate.  Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.  Impresses guests with quality and timely service in a pleasant and friendly manner.

ESSENTIAL FUNCTIONS

•Supervise the Front Desk staff.  Ensure new associates are equipped with the necessary knowledge and skills to achieve job expectations.  Evaluate the staff’s job performance and coach and counsel as necessary.  Clearly communicate to associates the standards of performance and their role in contributing to individual and team success.  Ensure all required training occurs including orientation, safety, fire, alcohol awareness, food handling and blood-borne pathogen.  Ensure staff compliance with internal controls, policies, procedures, standards and regulations.  Insist on a work environment that is free from harassment.  

•Supervise and process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies.  Accommodate special requests when possible. 

•Supervise and process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures. 

•Answer inquiries about hotel services, in-house events, directions, local attractions, etc.  Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.

•If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.

•Supervise and process pre-register, block reservations and, as appropriate, same day and future reservations. Cancel room reservations according to policies and procedures.

•On time and at work when scheduled and in proper uniform.

•Attend department meetings as scheduled.

•Consistent professional and positive attitude and actions when communicating with guests and associates.

•Comply with policies and procedures.  Practice safe work habits and comply with sanitary, safety, security and emergency procedures.  Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.  Check with manager / supervisor before leaving work area for any reason.

•Perform special projects and other responsibilities as assigned.  Participate in task forces and committees as requested.

•Other duties and tasks as requested by management.

Equal Opportunity Employer

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Doubletree by Hilton Hotel Baltimore - BWI Airport

260 Room Hotel

Apply to be a member of our TPG Hotels & Resorts family,
a Top 10 Hotel Management Team and "hospitality employer of choice!"

At A Glance

The newly renovated DoubleTree by Hilton Baltimore - BWI Airport boasts a new lobby and a fully refurbished bar and restaurant. Our hotel is located in an office park, convenient to businesses in Baltimore, Maryland and Washington, DC. 

Guests can begin their visit with our signature warm Chocolate Chip Cookie. In each guest room guests will find a luxurious Sweet Dreams® bed, a spacious work area, 37-inch HDTV and complimentary WiFi. After a good night's sleep, we invite our guests to start their day with our Wake Up DoubleTree Breakfast™. We also have Eden’s Landing restaurant to sample American dishes with a regional twist for breakfast, lunch and dinner or to relax with a cocktail and an appetizer.

We are ready to host a business meeting, wedding or special event in our 10,000 sq. ft. conference center. Our experienced catering and banquet staff provide the perfect setting for any occasion. Our 24-hour business center, A/V support and complimentary WiFi in public areas help ensure a successful event.

  • Hotel rooms near BWI; complimentary shuttle to and from BWI Thurgood Marshall Airport
  • Located 8.2 miles from M & T Bank Stadium, home of the Baltimore Ravens
  • Full-service hotel restaurant near BWI airport
  • 10,000 sq. ft. of ballroom and Baltimore meeting room space
  • Multilingual staff to accommodate international travelers