<p>The Hilton Garden Inn Mystic/Groton is hiring for a Front Office Supervisor to support the Front Office and Housekeeping operations. Prior Hilton experience is preferred but not required. Evening and Weekend availability is required.</p> <p>ESSENTIAL JOB FUNCTIONS</p> <ul> <li>Monitors and ensures compliance with all guidelines for operations </li><li>Participates in monthly Front Desk meetings to review new procedures and solicit input from all employees </li><li>Handles and provides resolution to guest complaints and employee issues </li><li>Assigns duties to employees and observes performance to ensure adherence to hotel and franchise standards, hotel policies and established operating procedures </li><li>Answers inquiries pertaining to hotel policies and services </li><li>Perform functions of Guest Service Agent as needed </li><li>Provides training, including safety training, to front office staff as directed by Management </li><li>Leads and mentors housekeeping staff to ensure cleanliness standards and operational efficiencies are met or exceeded. </li><li>Ensures the turnover of all vacant and clean rooms in a timely manner; verifies stayovers, reports early check outs, and communicates issues and discrepancies with front office. </li><li>Inspects guest rooms for cleanliness, damage, supply levels, maintenance issues, and temperature control, and reviews results with Room Attendants; coaches and drives accountability and performance improvement. </li><li>Ensures linen storage rooms, trash rooms, and housekeeping carts are clean, organized, and properly inventoried for the next day's activities; ensures and promotes safety standards in these areas. </li><li>Ensures the completion and proper communication/escalation of maintenance work orders and other concerns to the appropriate department. </li><li>All other duties as assigned </li></ul> <p>COMPETENCY</p> <p>To perform the job successfully, an individual should demonstrate the following competencies:</p> <ul> <li>Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Uses reason even when dealing with emotional topics </li><li>Customer Service - Responds promptly to customer need; Responds to requests for service and assistance; Responds to requests for service and assistance </li><li>Interpersonal - Maintains confidentiality </li><li>Oral Communication - Responds well to questions; Demonstrates group presentation skills </li><li>Team Work - Contributes to building a positive team spirit </li><li>Written Communication - Writes clearly and informatively; Able to read and interpret written information. </li><li>Delegation - Delegates work assignments; Provides recognition for results </li><li>Managing People - Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services; Continually works to improve supervisory skills </li><li>Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness </li><li>Business Acumen - Understands business implications of decisions; Demonstrates knowledge of market and competition </li><li>Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment free environment </li><li>Organizational Support - Follows policies and procedures including but not limited to dress code policies </li><li>Adaptability - Adapts to changes in work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events </li><li>Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time </li><li>Dependability - Commits to long hours of work when necessary to reach goals </li><li>Initiative - Asks for and offers help when needed </li><li>Innovation - Generates suggestions for improving work; Develops innovative approaches and ideas </li><li>Planning/Organizing - Prioritizes and plans work activities </li><li>Professionalism - Treats others with respect and consideration regardless of their status or position </li><li>Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality </li><li>Safety & Security - Observes safety and security procedure; Reports potentially unsafe conditions; Uses equipment and materials properly </li></ul>