Front Desk Supervisor

River Link Hotels; New London (CT); On-site; USD 45,000 - 60,000; Full time

Job summary

Hilton Garden Inn Mystic/Groton is seeking a Front Desk Supervisor to lead the front desk team and ensure superior guest service. Evening and weekend availability is required, and prior Hilton experience is preferred but not mandatory.

The candidate will monitor operations, resolve guest concerns, schedule staff within budget, and train front office staff in safety and service standards. Strong leadership and communication are essential.

Qualifications

• Experience in hotel front desk operations or guest services.
• Ability to train and supervise staff.
• Strong problem-solving and communication skills.
• Commitment to safety and service standards.

Responsibilities

• Monitor operations and ensure adherence to guidelines.
• Resolve guest complaints and employee issues promptly.
• Schedule front desk personnel within budget and staffing needs.
• Provide training and safety instruction to front office staff.
• Collaborate with sales and travel agents for group bookings.

Skills

Problem Solving

Customer Service

Interpersonal

Oral Communication

Team Work

Written Communication

Delegation

Managing People

Quality Management

Business Acumen

Diversity

Organizational Skills

Adaptability

Attendance & Punctuality

Dependability

Initiative

Innovation

Planning & Organizing

Professionalism

Safety & Security

Job description

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