Front Desk Supervisor | Hilton Garden Inn Marlborough

Job Duties:

• Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.

• Works side by side with staff to train and model appropriate guest service standards.

• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.

• Anticipates and responds to guests in a friendly and positive manner.

• Process check-ins and check-outs, verify billing, create reservations, and process special requests.

• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.

• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.

• Responsible for interviewing, hiring, coaching, and development of front office associates.

• Evaluates staff performance and coaches to ensure standards are met.

• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.

• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.

• Ensures all required training for department employees is completed and training records are maintained.

• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.

• Utilizes available resources and adheres to CSM training policies.

• Promotes collaboration and positive, professional work environment.

• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.

• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.

• Monitors room availability, follows restrictions, and all booking policies and procedures.

• Drives sales and maximizes revenue by up-selling rooms and amenities.

• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.

• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.

• Must have high attention to detail, good communication skills and leadership ability.

• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.

• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all CSM Standard Operating Procedures.

• Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations.

• Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents.

Competencies/Skills Required: 2+ years prior guest service experience required, preferably in a hospitality setting. Basic computer knowledge and excellent verbal skills needed. Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Education: High school diploma or equivalent required some college or college degree preferred.

Physical Requirements: Ability to lift, push and pull up to 75 pounds on an occasional basis.