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.

• 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

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