Front Office Supervisor Homewood Suites

The Homewood Suites by Hilton in Schenectady, NY is seeking a motivated, service-driven Front Office Supervisor who will primarily be responsible for supervising Front Office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. As a supervisor you will be a role model, sharing your expertise and continually inspiring the Front Office team while ensuring guest and employee satisfaction and maximizing the financial performance of the department.

Responsibilities: 

• Provide the highest quality of service to the customer at all times.
• Check guests in and out efficiently and in a friendly manner.
• Handle guest mail and messages per established procedures.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer the switchboard in accordance with the standards of proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability and offer GM assistance in yield management and restrictions.
• Handle safe deposits by guests per established procedures.
• Keep lobby and desk area clean and presentable.
• Have a thorough knowledge of emergency and security procedures.
• Offer and properly handle requests for wake-up calls.
• Clean back-office area as requested by management.
• Open and close shifts, make cash drops.
• Ensure all credit cards, cash, and change funds are balanced throughout each shift.
• Inform management of any guests or systems-related complaints or problems.
• Communicate with incoming staff and management by logging pertinent information in the pass on log.
• Keep maintenance informed of all maintenance needs.
• Responsible for the general maintenance and upkeep of lost & found area.  
• Prepare daily deposits, compare deposited monies to funds reported at the desk, and follow up on any discrepancies.
• Works to complete weekly front desk scheduling based on forecasted occupancy due on each Wednesday of the week.
• Must be able to cover any call-off shifts.
• Responsible for the supervision of all front desk staff.
• Responsible for scheduling the Front Office staff in accordance with labor standards and occupancy fluctuation. Makes a concerted effort to eliminate overtime.
• Maintains High SALT SCORES.
• Ensures all front desk staff (including yourself) is up to date on training Hilton Standards to include NOW updates, signing employees up for Hilton University, and keeping files on their training.
• Maintains tax-exempt procedures on a weekly basis.
• Plan and assign duties to front desk staff during slow times.
• Foster a TEAM ATMOSPHERE at all times.
• Assist in the monthly inventory of Market Items.
• Work with the General Manager to always ensure the Market is fully stocked and cost controls are in place to ensure profitability.
• Understand all aspects of PEP and Hilton Lobby.
• Perform other duties as assigned by management, which the employee is capable of performing.

Qualifications:

• Minimum 1 year of experience in a similar position.
• Must be flexible with work hours and ability to work weekends.
• High school diploma or equivalent; a degree in hospitality management or related field is a plus.
• Excellent interpersonal and communication skills with a customer-centric approach.
• Strong leadership and team management abilities, with a focus on motivating and developing team members.
• Exceptional problem-solving skills and the ability to handle challenging situations with tact and diplomacy.
• Proficient in using front desk software and computer systems.
• Solid organizational and multitasking skills, capable of handling various responsibilities simultaneously.
• Maintains professional working relationships and promotes open lines of communication with managers, team members, and other departments.

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