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Front Desk Supervisor | Hilton Garden Inn Marlborough

2 months ago

Marlborough, United States CSM Corporation Full time

Front Desk Supervisor | Hilton Garden Inn Marlborough

Job Category

:

Front Office Requisition Number

:

FRONT007364 Apply now Full-Time Locations

Showing 1 location Hilton Garden Inn, Boston Marlborough | CSM Lodging Services Marlborough, MA 01752, USA

Description

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.

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