Front Office Supervisor

Hilton Garden Inn Waldorf HOT133
Waldorf, MD
Oct 19, 2021
Oct 25, 2021
Full Time
THIS IS A FULL-TIME POSITION THAT MAY LEAD TO A MORE PERMANENT INSTALLMENT AS FRONT OFFICE MANAGERATTENTION: **HILTON OnQ EXPERIENCE IS REQUIRED**FLEXIBILITY WITH WEEKLY SHIFTS REQUIRED**JOB SUMMARY:As Front Office Supervisor of our 130 room hotel, you will assist in supervising the front desk operations, lobby, and guest services departments of our busy hotel. A key focus for 2021 and 2022 will be to drive overall guest satisfaction, by maintaining company and brand standards to ensure the highest level of professional and efficient service to guests.PRIMARY RESPONSIBILITIES:Registering guests making and modifying reservations hotel operator and concierge duties.Providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay while maximizing room revenue and occupancy.Adhering to Shamin Hotels and Hilton standards.QUALIFICATIONS:High School diploma or equivalent required.College coursework in related field helpful.Experience in a hotel or a related field required.Possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests.Demonstrate the ability to multi-task be detail-oriented and be able to problem-solve in order to effectively deal with internal and external customers.Must be able to convey information and ideas clearly.Must be able to evaluate and select among alternative courses of action quickly and accurately.Must work well in stressful high-pressure situations.Must be effective in handling problems in the workplace including anticipating, preventing, identifying, and solving problems as necessary.Must be effective at listening to understanding and clarifying the issues raised by co-workers and guests.Must be able to work with and understand financial information and data and basic arithmetic functions.Ability to perform numerical operations using basic counting adding subtracting multiplying and dividing.Ability to read comprehend and write simple instructions and/or short correspondence and memos.Ability to use logic to define the problem collect information to establish facts draw valid conclusions interpret information and deal with abstract variables for unique or unfamiliar situations.An operational knowledge of Microsoft Office suite.Must be willing and have the ability to work a varied schedule that may include evenings nights weekends and holidays.Holds an understanding of hotel products and guest services.Ability to participate in the creation of an enjoyable work environment.OTHER RESPONSIBILITIES INCLUDE, BUT NOT LIMITED TO:Approach all encounters with guests and associates in a friendly service-oriented manner.Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).Maintain regular attendance in compliance with Shamin Hotels standards as required by scheduling which will vary according to the needs of the hotel.Comply at all times with Shamin Hotels policies standards and regulations to encourage safe and efficient hotel operations.Greet and welcome all guests approaching the Front Desk in accordance with Shamin Hotels standards.Maintain a friendly and warm demeanor at all times.Maintain proper operation of the telephone switchboard and ensure that all Shamin Hotels performance standards are met.Handle requests for information mail and messages in an efficient and courteous manner.Answer guest inquires about hotel service facilities and hours of operation.Answer inquiries from guests regarding restaurants transportation entertainment etc.Establish and maintain good communications and teamwork with fellow associates and other departments within the hotel.Be aware of all rates packages and special promotions.Be familiar with all in-house groups.Be aware of closed-out and restricted dates.Obtain all necessary information when taking room reservations and follow rate quoting scenarios.Be familiar with all Shamin Hotels policies and house rules as well as hospitality terminology.Have knowledge of and assist in emergency procedures as required.Handle check-ins and check-outs in a friendly efficient and courteous manner.Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.Ensure logging and delivery of packages mail and messages as needed to guests and meeting rooms.Use proper two-way radio etiquette at all times when communicating with other associates.As needed deliver guest items such as luggage, newspapers, messages, packages, amenities or, other items requested by guests or, team members.Maintain up-to-date working knowledge of all property amenities as well as any special events, local area attractions, and things to do around the hotel.Perform other duties as assigned which may include but are not limited to the following: helping coworkers in other areas of the hotel, maintaining a clean and organized work area, and overall cleanliness and safety throughout the hotel and grounds.Order for, organize and maintain The Shop - our 24-hr convenience store in the Lobby.ABOUT SHAMIN HOTELS:We are Shamin!We are 3,000 associates, who work together to create truly memorable accommodations. How do we do that? We focus on developing experiential hotels, training and empowering our associates to provide superior guest service, and enabling them to grow their careers - all while supporting the communities we serve. We are Shamin Hotels, a dynamic hospitality organization built on 40 years of success. Headquartered in Chester, Virginia, our company owns, operates, and develops hotels under the Hilton, Marriott, Hyatt, and InterContinental Hotel Group flags. We are dedicated to excellence in hospitality and the personal growth of our associates, and our energy and potential are without limits.With a history of promoting from within the company and providing opportunities for personal and professional development, this opportunity can lead to a long-term career.ABOUT HILTON GARDEN INN WALDORF: