Front Desk Supervisor

The Hilton Garden Inn Mystic/Groton is hiring for a Front Desk Supervisor. Prior Hilton experience is preferred but not required. Evening and Weekend availability is required.

ESSENTIAL JOB FUNCTIONS

• Monitors and ensures compliance with all guidelines for operations
• Participates in monthly Front Desk meetings to review new procedures and solicit input from all employees
• Handles and provides resolution to guest complaints and employee issues
• Assigns duties to employees and observes performance to ensure adherence to hotel and franchise standards, hotel policies and established operating procedures
• Answers inquiries pertaining to hotel policies and services
• Perform functions of Guest Service Agent as needed
• Provides training, including safety training, to front office staff as directed by Management
• Assists in scheduling front desk personnel within budget guidelines to assure adequate staffing
• Maintains accurate records including cash flow sheet, direct bill accounts, credit card payments, registration cards
• Corresponds with group and travel agents to answer special requests for rooms and rates
• Assists with sales and marketing efforts as directed
• All other duties as assigned

COMPETENCY

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving – Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics
• Customer Service – Responds promptly to customer need; Responds to requests for service and assistance; Responds to requests for service and assistance
• Interpersonal – Maintains confidentiality
• Oral Communication – Responds well to questions; Demonstrates group presentation skills
• Team Work – Contributes to building a positive team spirit
• Written Communication – Writes clearly and informatively; Able to read and interpret written information.
• Delegation – Delegates work assignments; Provides recognition for results
• Managing People – Makes self available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services; Continually works to improve supervisory skills
• Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Business Acumen – Understands business implications of decisions; Demonstrates knowledge of market and competition
• Diversity – Shows respect and sensitivity for cultural differences; Promotes a harassment free environment
• Organizational Support – Follows policies and procedures including but not limited to dress code policies
• Adaptability – Adapts to changes in work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time
• Dependability – Commits to long hours of work when necessary to reach goals
• Initiative – Asks for and offers help when needed
• Innovation – Generates suggestions for improving work; Develops innovative approaches and ideas
• Planning/Organizing – Prioritizes and plans work activities
• Professionalism – Treats others with respect and consideration regardless of their status or position
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality
• Safety & Security – Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly