# Tru by Hilton, McKinney Front Desk Supervisor > Tru by Hilton McKinney · McKinney, United States · Full-time · Posted 2025-03-11 **Workplace:** on_site ## Description ### Qualifications - High School diploma or higher-level education - 3 years of hotel front office experience with a minimum of 1 year at the supervisory level - Salaried Employees: Must be willing to work 50+ hours per week; at a minimum of 5 days per week - Willing to work the evening shift - Process reservations received from sales office and other hotel departments - Have complete knowledge of room types and offered rate plans - Process cancellations and modifications to reservations - Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates - Effective communication skills - Open with praise, discrete with criticism - Self-motivated - Effective leadership skills - Pleasant personality - Well-groomed and professional appearance - Effective customer service skills - Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI) ### Benefits - Open and close out discount rates on reservation systems when applicable - Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows ### Responsibilities - Directly supervise all front office personnel and ensure proper completion of all front office duties - Direct and coordinate the activities of the front desk, reservations, and guest services - Ensure the proper appearance of the lobby and all public areas, including the breakfast area - Act as the Manager on Duty (MOD) when scheduled as such by the General Manager - Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools - Constantly seek new ways to increase room revenue and occupancy - Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels - Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities - Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies - Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction - Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition - Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures - Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations - Responsible for the Night Audit - Be proficient on the use of the Property Management System, and train front desk personnel on the system - Have a good understanding of all of hotel operating procedures - Enforce all existing and new policies and procedures with the front office and breakfast area staff - Maintain proper staffing in all front office areas and the breakfast area - Prepare and post the front office and breakfast area staff work schedules in a timely fashion - Conduct regular performance reviews of front office and breakfast area staff - Constantly monitor front office communications logs - Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy - Conduct weekly departmental meetings, and individual meetings as needed - Supervise delegated responsibilities and follows up - Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par - Inform the General Manager of any unique situations, or unusual developments in front office operations - Handle guest complaints effectively - Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services - Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift - Required to cover all 3 shifts when there is a consecutive call off - Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures - Understand the Chart of Accounts to code the invoices for the front office and the breakfast area - Process reservations by mail, telephone, fax, and central reservation systems referrals ### Job description Reports To: General Manager Requirements: • High School diploma or higher-level education. • 3 years of hotel front office experience, • Proficient in PEP • At a minimum of 5 days per week. • Willing to work weekend and/or evening shift (flexible schedule). General Responsibilities: • Directly supervise all front office personnel and ensure proper completion of all front office duties. • Direct and coordinate the activities of the front desk, reservations, and guest services. • Ensure the proper appearance of the lobby and all public areas, including the breakfast area. • Act as the Manager on Duty (MOD) when scheduled as such by the General Manager. Primary Functions: Revenue • Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly seek new ways to increase room revenue and occupancy. • Rates: Aggressively and effectively manage and continuously update rates on the web and all other distribution channels. • Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities. Profit • Effectively control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and implement cost saving strategies. Quality • Guest Service: Ensure that the hotel meets/exceeds Fine Hospitality and Brand standards for guest satisfaction. Leadership • Leading: Motivate, coach and train front office team members, set goals and hold team members accountable, and provide feedback, rewards, and recognition. • Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to FHG’s Standard Operating Procedures. Specific Responsibilities: • Send a daily end of the day activity and accomplishment email to the General Manager and a copy to the FHG Director of Operations. • Responsible for the Night Audit. • Be proficient on the use of the Property Management System, and train front desk personnel on the system. • Have a good understanding of all of hotel operating procedures. • Enforce all existing and new policies and procedures with the front office and breakfast area staff. • Maintain proper staffing in all front office areas and the breakfast area. • Prepare and post the front office and breakfast area staff work schedules in a timely fashion. • Conduct regular performance reviews of front office and breakfast area staff. • Constantly monitor front office communications logs. • Monitor appearance of all front desk and breakfast area staff, to ensure they are following company uniform policy. • Conduct weekly departmental meetings, and individual meetings as needed. • Supervise delegated responsibilities and follows up. • Maintain all equipment, conduct an inventory on the last day of each accounting period, and maintain office and breakfast area supplies at par. • Inform the General Manager of any unique situations, or unusual developments in front office operations. • Handle guest complaints effectively. • Responsible for being the hub of communication for the hotel as well as being at the forefront of guest services. • Be willing and able to work any shift, including night audit and fill in when other employees are not able to work their scheduled shift. Required to cover all 3 shifts when there is a consecutive call off. • Complete weekly schedules for front office and breakfast area staff as per Standard Operating Procedures. • Understand the Chart of Accounts to code the invoices for the front office and the breakfast area. • Process reservations by mail, telephone, fax, and central reservation systems referrals. • Process reservations received from sales office and other hotel departments. • Have complete knowledge of room types and offered rate plans. • Open and close out discount rates on reservation systems when applicable. • Fully understand the hotel’s franchise policy on guaranteed reservations and no- shows. • Process cancellations and modifications to reservations. • Promote goodwill by being courteous, friendly, and helpful to guests, managers, and all other associates. • Optimum Attributes: • Effective communication skills • Open with praise, discrete with criticism • Self-motivated • Effective leadership skills • Pleasant personality • Well-groomed and professional appearance • Effective customer service skills • Performance Standards: Performance shall be measured by budgeted REVPAR, MSI Index, Guest Service Index (GSI) and the Associate Standard Index (ASI). ## Apply [Apply at Tru by Hilton McKinney](https://apply.workable.com/tru-by-hilton-mckinney/j/8B70B6EF5A/apply) --- Powered by [Workable](https://www.workable.com)