Front Office Supervisor

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.
• High School diploma/GED required.
• 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.