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