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About the Role

The Homewood Suites by Hilton in Schenectady, NY is seeking a motivated, service-driven Front Office Supervisor. This role involves supervising front office team members to ensure efficient operations, excellent guest feedback, and guest satisfaction. The supervisor will act as a role model, sharing expertise, inspiring the team, and ensuring guest and employee satisfaction while maximizing departmental financial performance.

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.
Complete weekly front desk scheduling based on forecasted occupancy.
Cover any call-off shifts.
Supervise all front desk staff.
Schedule front office staff in accordance with labor standards and occupancy fluctuation, making efforts to eliminate overtime.
Maintain High SALT SCORES.
Ensure all front desk staff are up to date on training Hilton Standards, including NOW updates and Hilton University enrollment.
Maintain 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.
Ensure the Market is fully stocked and cost controls are in place for profitability.
Understand all aspects of PEP and Hilton Lobby.
Perform other duties as assigned by management.

Requirements

Minimum 1 year of experience in a similar position.
Must be flexible with work hours and able to work weekends.
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.

Skills

Leadership
Team Management
Communication
Customer Service
Problem-Solving
Organizational Skills
Multitasking
Front Desk Software Proficiency
Computer Systems Proficiency

Location

Schenectady, NY

Work Type

Full-time

Experience Level

1 year minimum

Education Level

High school diploma or equivalent
Degree in hospitality management or related field is a plus

Salary/Compensations

$19/hr

About the Company

Homewood Suites by Hilton