Front Office Supervisor

Wequassett; Storrs (CT); Sur place; USD 25 000 - 36 000; Plein temps

Résumé du poste

Graduate by Hilton Storrs is seeking a Front Office Supervisor to lead guest services at our University of Connecticut campus hotel. You will mentor team members, ensure memorable guest experiences, and maintain smooth front desk operations across shifts.

Responsibilities include greeting guests, verifying IDs, processing payments, issuing keys, coordinating information, and collaborating with Maintenance and Housekeeping to elevate the guest journey. Prior leadership in hospitality is preferred.

Qualifications

• 3+ years direct customer service experience, hotel/lodging environment highly preferred.
• Demonstrates natural leadership qualities with a positive, team-focused attitude; prior leadership experience in a plus.
• Strong communication, organizational, and problem-solving skills required.
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

Responsabilités

• Greet and welcome all guests in a professional and hospitable manner.
• Warmly communicate property and area information for guests to have a successful stay.
• Verify guests' identification at check-in and for key requests.
• Verify payment method at check-in and check-out; complete authorization and final processing.
• Build welcome packets and issue keys; provide telephone services for guests and vendors.
• Be informed of on-site events and parking options; assist with luggage when needed.
• Monitor guest accounts and post charges as they occur; review reports daily.
• Supervise shift processes to ensure productivity and guest satisfaction.

Connaissances

Customer service

Leadership

Communication

Problem solving

Team training

Outils

Property Management System

Description du poste

Graduate by Hilton Storrs
855 Bolton Rd
Storrs Mansfield, CT 06268, USA

Description

The Graduate Hotel by Hilton in Storrs, CT is seeking a Front Office Supervisor. The successful candidate has a proven record of being a team player, has a passion for delivering and training team members to memorable Guest Service moments and is able to lead and learn by example.

JOB SUMMARY:

• Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
• Warmly communicate all necessary property and area information for guests to have a successful stay.
• Accurately verify guests' identification upon check in and as needed upon room key requests.
• Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
• Build welcome packets and issue keys as assigned.
• Provide telephone services (answer calls and return messages) for guests, vendors, and all incoming inquiries and direct calls to the appropriate team members in a timely manner.
• On a daily basis, be well informed of all events taking place on property and parking options.
• From time to time, assist guests in delivering luggage to their rooms.
• Be fully knowledgeable of guest charges and fees and be able to explain to guests.
• Review administered reports daily, such as in-house rooming list, arrivals and departures.
• Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
• Monitor and assign rooms in guest services system as reservations come in.
• Advise in a timely manner, housekeeping staff when rooms have been vacated or moved.
• Solid working knowledge of all rates, packages, groups, and booking restrictions.
• Have a thorough working knowledge of hotel guest services/property management system.
• Awareness of guestroom availability.
• From time to time, may need to inspect guest rooms for arrival.
• Be aware of and receive and expedite securely all guest messages, packages, gift bags and mail received.
• Knowledgeable of interdepartmental communication venues not limited to email and Microsoft teams
• Partner with concierge when appropriate and necessary.
• Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc. and or notify/delegate task to appropriate department leader..
• Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested. Follow lost and found procedure.
• Responsible for safekeeping and issuance of managerial keys.
• Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.
• Post and drop/deposit all incoming revenue per shift.
• Assist in training new staff as requested.
• Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
• Set up continental-style lobby coffee/tea service for guests daily..
• Supervise shift process to ensure productivity, guest satisfaction, and organization.
• Conduct pre-assignment of guest rooms with focus on VIPs and special requests to anticipate and ensure satisfaction.
• Work closely with Maintenance and Housekeeping teams to collaborate on guest experience and interdepartmental communication
• Assist in scheduling and labor management as needed including filling in for subordinate teammates when possible.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 8 hours
• Ability to remain seated for up to 8 hours
• Ability to walk the property and grounds frequently
• Ability to move up and down stairs regularly
• Ability to move quickly based on guest needs
• Ability to regularly move and lift up to 30 lbs.
• Ability to use repetitive manual dexterity, such as typing and writing
• Ability to bend, stretch, and reach frequently, including above head, and repetitively during a shift
• Ability to visibly survey property areas clearly with an eye for detail
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours
• Ability to communicate and exchange information effectively, often in a public/group setting
• Ability to read, write, speak, and understand English
• Ability to complete a satisfactory background check
• Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
• Ability to work flexible hours based on business needs including midweek and weekend days, holidays and peak business operation times

WORKING ENVIRONMENT:

• Work will primarily take place in a hotel resort and restaurant environment
• Team and individual contributor work

KEY SKILLS & EXPERIENCE :

• 3+ years direct customer service experience, hotel/lodging environment highly preferred.
• Leads with a sincere enthusiasm for the role and passion for guest service excellence.
• Demonstrates natural leadership qualities with a positive, team-focused attitude; prior leadership experience in a plus.
• Demonstrates strong communication, organizational, and problem-solving skills required.
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.
• Proficient with computers and learning operational and technical systems.
• Strong understanding of lodging operations;reservations, appropriate guest service etiquette.
• Available and willing to work flexible hours based on business needs including weekdays and weekends required.
• Successful completion of satisfactory background check required.

ABOUT US:

Graduate by Hilton Storrs is a vibrant, collegiate-inspired hotel located directly on the University of Connecticut campus, putting team members at the center of the energy and traditions of UConn. The 100-room hotel is designed with playful nods to Husky history and local culture throughout, creating a fun and memorable atmosphere for guests visiting for game days, campus events, graduations, weddings and more. The property also features the Trophy Room restaurant and bar, a fitness center, and flexible meeting and event spaces that host gatherings of up to 200 guests. As part of Hilton’s Graduate brand, the hotel combines the personality of a boutique property with the resources and recognition of Hilton, offering team members the opportunity to work in a lively, guest-focused environment where no two days are quite the same.

Visit us online at Graduate by Hilton Storrs Graduate Storrs Hotel near University of Connecticut (https://www.hilton.com/en/hotels/bdlgsgu-graduate-storrs/?SEO_id=GMB-AMER-GU-BDLGSGU) and explore our parent company, EOS Hospitality Current Job Openings | EOS Hospitality (https://careers.eoshospitality.com/jobs)for more information about the amazing ways we’re making a difference.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.