Front Desk Supervisor Hilton Garden Inn - Brookline ,MA

Front Desk Supervisor- Hilton Garden Inn - Brookline, MA

Position summary:

Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

DUTIES AND RESPONSIBILITIES:

• Ensure outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses creative selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Operates telephone equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
• Cross Check all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested or deemed necessary by management.

Claremont Company offers a comprehensive rewards and compensation package for eligible associates that includes:

• Competitive Wages
• Medical and Dental Insurance
• Flex Spending Account
• Long Term Disability
• 401(k) retirement plan with Employer Match
• Vacation
• Holiday Pay

Claremont Companies is an equal opportunity employer. EOE M/F/D/V

Requirements

PRE-REQUISITES:

A positive attitude and excellent communication skills. Experience of motivating and leading a winning team. Ability to remain calm while under pressure. Knowledge of property management system preferred but not required.

EDUCATION:

Degree or Diploma in Hospitality Management is an asset or Graduate with bachelor’s degree in a related field. Computer Knowledge and experience in MS office programs.

EXPERIENCE:

Minimum 2 to 3 years work experience as Front Office Associate required.