About the Company
Hilton Pasadena is a premier hotel property in the heart of Pasadena, California, known for its exceptional guest service, comfortable accommodations, and commitment to creating memorable experiences. As part of Hilton Hotels & Resorts, a global leader in hospitality, we pride ourselves on a culture of teamwork, growth, and unparalleled guest satisfaction. We are dedicated to fostering a supportive environment where our team members can thrive and advance their careers.
Job Description
We are seeking a dynamic and experienced Front Desk Lead to join our dedicated team at Hilton Pasadena. This role is crucial for ensuring the smooth operation of our front desk, providing exemplary service to our guests, and supporting our front desk agents. The ideal candidate will possess strong leadership skills, a passion for hospitality, and a commitment to maintaining our high standards of service. You will be responsible for overseeing daily front desk operations, resolving guest issues, training new staff, and ensuring all guests receive a warm and efficient welcome.
Key Responsibilities
- Supervise front desk operations, ensuring efficient check-ins, check-outs, and guest services.
- Train and mentor front desk agents, providing guidance on procedures, customer service standards, and problem-solving.
- Handle guest inquiries, requests, and complaints with professionalism and efficiency, ensuring guest satisfaction.
- Process payments, manage reservations, and maintain accurate guest records.
- Monitor front desk performance and assist in scheduling to ensure adequate coverage.
- Collaborate with other departments to resolve guest issues and ensure a seamless guest experience.
- Uphold Hilton's brand standards and service expectations at all times.
- Assist with administrative tasks and report generation as needed.
- Act as a point of contact for staff and guests during shift, especially in the absence of management.
Required Skills
- Minimum of 2 years of experience in a front desk or guest service role, preferably in a hotel setting.
- Proven leadership or supervisory experience.
- Exceptional customer service and interpersonal communication skills.
- Proficiency in hotel management software (e.g., OnQ, Opera) and Microsoft Office Suite.
- Strong problem-solving abilities and ability to remain calm under pressure.
- Excellent organizational skills and attention to detail.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Preferred Qualifications
- Associate's or Bachelor's degree in Hospitality Management or a related field.
- Fluency in multiple languages.
- Experience with conflict resolution and de-escalation techniques.
- Certification in hospitality or customer service.
Perks & Benefits
- Competitive hourly wage and comprehensive benefits package (medical, dental, vision).
- Paid time off and holiday pay.
- Hilton Team Member Travel Program (discounted hotel stays worldwide).
- Opportunities for career growth and professional development within Hilton.
- Employee meal program.
- Supportive and collaborative work environment.
- 401(k) retirement plan with company match.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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