Front Office Supervisor - Hilton Vancouver Washington

Guest Services, Operations, and Front Office

The Hilton Vancouver Washington is seeking their next Front Office Supervisor. Come join our team at this amazing property, centrally located in the heart of Vancouver Washington with easy access to Portland International Airport. Featuring 226 rooms, the hotel is within walking distance to the gorgeous waterfront as well as to local bustling attractions such as the Vancouver Farmers Market (directly across the street from the hotel!), making us an excellent base for both leisure and business travel.

The ideal candidate will have a minimum of one (1) year experience in the hospitality industry, a minimum of one (1) year hotel front desk experience, open availability and a flexible schedule that may include nights, graveyard, weekends and holidays. Supervisory experience is a plus!

Shift Pattern: Full-Time (Graveyard) Hourly Rate: $20.65 (All shifts performed on the overnight schedule will receive a $2/hour premium)

The Benefits - Hilton is proud to have an award-winning workplace by Great Place to Work & Fortune. We support the mental and physical wellbeing of all team members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Medical Insurance Coverage-for you and your family
• Vision, dental, life and disability insurance
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)-you can accrue up to 144 hours of PTO in our first year of employment
• Supportive maternity/parental leave program that runs concurrently with Washington State's Paid Family and Medical Leave program. Our team members receive benefits up to Washington State's maximum threshold per week. Hilton will then "top this up" to the weekly ABBR (Annual Benefit Base Rate).
• Go Hilton travel discount program: 110 nights of discounted travel per calendar year
• Matching 401(K)
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development
• Team Member Resource Groups
• Recognition and rewards programs
• Access to your pay when you need it through DailyPay

Other Compensation

• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Employee referral program - refer someone for employment, receive $400 after they complete 60 days of employment
• Complimentary meals in the cafeteria while on shift
• Complimentary parking

Position-Specific Compensation

• Front Office Upselling Incentive: commission-based program paid out monthly and is based on upsell generated revenue. Revenue is calculated as time of guest checkout. Upsell revenues include room type upgrades, early check-in fee, late checkout fees, and late cancellation fees. Commission is calculated as follows:
• $0 - $499 = 10% payout
• $500 - $999 = 12.5% Payout
• $1000 - $1499 = 15% Payout
• $1500 - $1999 = 17.5% Payout
• $2000+ = 20% commission on entire amount
• Hilton Honors Incentive Program: receive $1.00 for every Hilton Honors enrollment after 10 enrollments
• Sell-Out Incentive Program: a sell-out is constituted as the Hotel occupying 222 of 226 guest rooms. Team Members ae paid an equal percentage of the previous night's NET ADR split between the number of Team Members working the date of the sell-out.

What will I be doing?

As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in 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:

• Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability
• Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner
• Support and assist team members in handling guest inquiries and requests and in resolving guest complaints
• Schedule, assign daily work, lead pre-shift meetings, inform and train team members
• Monitor, observe and assist in evaluating team member performance
• Monitor lobby traffic and adjust staffing accordingly

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these 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

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.