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Front Desk Supervisor - Embassy Suites + Homewood Suites by Hilton - Newark

Company: PM Hotel Group
Location: Newark
Posted on: November 19, 2021

Job Description:

The Embassy Suites + Homewood Suites by Hilton - Newark is seeking a Lead Guest Service Agent for our Newark properties.Our Guest Services Supervisor provides guidance and leadership to guest service agents, ensuring consistent quality customer service is delivered.Summary of Essential Job Functions

  • Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observe performance and encourage improvement
  • Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate.
  • Promptly answer the telephone using a positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for GSA's and other employees.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job-related duties as assigned.Abilities Required
    • Previous OnQ + Hilton experience
    • Must have the ability to communicate in English.
    • Self-starting personality with an even disposition.
    • Maintain a professional appearance and manner at all times.
    • Can communicate well with guests.
    • Must be willing to "pitch-in" and help co- workers with their job duties and be a team player.
    • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
    • Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
    • Ability to access and accurately input information using a moderately complex computer system.
    • Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
    • Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
    • Ability to establish and maintain effective working relationships with associates, customers and patrons.Customer Satisfaction:Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PM Hotel Group staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PM Hotel Group associate is a guest relations ambassador, every working minute of every day.Work Habits:In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.Safety & Security:The safety and security of our guests and associates is of utmost importance to PM Hotel Group. Every PM Hotel Group associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.COME JOIN THE TEAM!!Job Type: Full-timePay: $14.00 - $17.00 per hourBenefits:
      • 401(k)
      • 401(k) matching
      • Dental insurance
      • Employee assistance program
      • Employee discount
      • Flexible schedule
      • Flexible spending account
      • Health insurance
      • Health savings account
      • Life insurance
      • Paid time off
      • Parental leave
      • Professional development assistance
      • Referral program
      • Relocation assistance
      • Retirement plan
      • Tuition reimbursement
      • Vision insuranceSchedule:
        • 8 hour shift
        • Monday to Friday
        • Weekend availabilityEducation:
          • High school or equivalent (Preferred)Experience:
            • Hotel experience: 1 year (Preferred)Work Location: One location

Keywords: PM Hotel Group, Newark , Front Desk Supervisor - Embassy Suites + Homewood Suites by Hilton - Newark, Other , Newark, Delaware

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