Hybrid Front Desk Supervisor | Hilton Garden Inn Marlborough at CSM Corporation

• Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
• Works side by side with staff to train and model appropriate guest service standards.
• Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
• Anticipates and responds to guests in a friendly and positive manner.
• Process check-ins and check-outs, verify billing, create reservations, and process special requests.
• Assists guests by having knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services.
• Assists in achieving business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
• Responsible for interviewing, hiring, coaching, and development of front office associates.
• Evaluates staff performance and coaches to ensure standards are met.
• Works in conjunction with manager to deliver discipline/corrective action and make termination decisions.
• Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing employees.
• Ensures all required training for department employees is completed and training records are maintained.
• Analyzes quality issues, identifies training needs, suggests changes and ensures implementation to improve results.
• Utilizes available resources and adheres to CSM training policies.
• Promotes collaboration and positive, professional work environment.
• Responsible for assisting in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
• Follows proper selling techniques and ensures strategies are utilized to maximize room revenues.
• Monitors room availability, follows restrictions, and all booking policies and procedures.
• Drives sales and maximizes revenue by up-selling rooms and amenities.
• Uses expertise to suggest and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
• Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
• Must have high attention to detail, good communication skills and leadership ability.
• Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
• Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all CSM Standard Operating Procedures.
• Conduct routine inspections of front desk operations to maintain standards per CSM, local, state and federal regulations.
• Ensures a clean and safe work environment, and follows all CSM procedures for guest/employee incidents.

Competencies/Skills Required: 2+ years prior guest service experience required, preferably in a hospitality setting. Basic computer knowledge and excellent verbal skills needed. Attention to detail, customer focused and the ability to perform job duties in a fast paced environment.

Education: High school diploma or equivalent required some college or college degree preferred.

Physical Requirements: Ability to lift, push and pull up to 75 pounds on an occasional basis.

Rate: $18.00-24.00 USD per hour 

CSM Corporation offers a comprehensive benefits package to all regular full-time employees, designed to support the health, well-being, and financial security of our employees. Our benefits include medical, dental and vision insurance plans, company-paid life insurance and short term disability coverage, company-paid long term disability coverage for eligible employees, 401(k) plan with company match, tuition reimbursement, voluntary benefits (critical illness, hospital indemnity, accident insurance, pet insurance, identity theft), time-off, scholarship program, generous hotel discounts and more! For benefits offered to regular part-time or on-call employees, please email [email protected].