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 Hiltons 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 were 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.