Job Description

Job Location: 619 - Southlake Hilton - Southlake, TX 76092

Position Type: Full Time

Job Shift: AnyDriftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Hilton Dallas/Southlake Town Square is proud to be recognized as one of Hilton’s premier properties in North America, consistently ranking in the top 10% for guest service and overall cleanliness. As a prestigious Connie Award-winning hotel, we feature 248 beautifully appointed guest rooms and more than 28,000 square feet of flexible meeting space overlooking the vibrant Southlake Town Square.

At Hilton Southlake, we believe exceptional hospitality starts with an exceptional team. That’s why we foster a workplace culture built on recognition, connection, and shared success. Team members enjoy valuable perks including employee discounts at Hilton Hotels & Resorts, complimentary daily meals for AM and PM shifts, quarterly team celebrations, and a supportive environment where every contribution matters.

Team Member Experience at Hilton Southlake

Complimentary Meals

All AM and PM shift team members enjoy free, freshly prepared lunches daily—because delivering great service begins with feeling valued and cared for.

Quarterly Team Rallies

Each quarter, our team comes together to celebrate achievements, share updates, and build momentum through engaging rally-style events that strengthen collaboration and team spirit.

Employee Recognition

We proudly recognize outstanding performance through awards, shout-outs, and recognition programs that celebrate team members who consistently go above and beyond. Your hard work is seen, appreciated, and rewarded.

Monthly Family Breakfasts

Once a month, we gather for a welcoming family-style breakfast that gives our team an opportunity to connect, recharge, and enjoy hospitality from the other side of the experience—Hilton style.

Join Hilton Southlake and become part of a team that takes pride in delivering excellence while creating a positive, rewarding experience for every team member.

JOB SUMMARY

Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered..

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observes performance and encourages improvement.
• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
• Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout front office area.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.
• Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
• Manager on Duty (MOD) in absence of Front Office Manager
• Turns in all lost and found items and all guest room keys.
• Adheres to all company policies and procedures.
• Follows safety and security procedures and rules.
• Knows department fire prevention and emergency procedures.
• Utilizes protective equipment.
• Reports unsafe conditions to management.
• Reports accidents, injuries, near-misses, property damage or loss to management.
• Provides for a safe work environment by following all safety and security procedures and rules.
• All team members must maintain a neat, clean and well groomed appearance. (Specific standards outlined in team member handbook).
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Qualifications

KNOWLEDGE, SKILLS & ABILITIES

• Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
• Two years combined prior front desk and supervisor experience.
• Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
• Ability to read, listens, and communicates effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

PHYSICAL DEMANDS

• Ability to stand and move throughout front office and continuously performs essential job functions.
• Standing 95% of shift
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.