What are the responsibilities and job description for the Supervisor - Sales and Front Desk position at Hilton Garden Inn Lenox Pittsfield?
Job Title: Supervisor – Sales & Front Desk
Brand: Hilton Garden Inn
Department: Front Office / Sales
Reports To: General Manager
Job Summary
The Supervisor – Sales & Front Desk plays a key role in delivering the Hilton Garden Inn’s outstanding stay experience, ensuring guests feel at home while driving occupancy. This position oversees front desk operations and supports sales initiatives focused on length-of-stay, repeat business, and relationship-driven revenue.
Core Responsibilities Front Desk Operations & Guest Experience
- Supervise daily front desk operations in compliance with Hilton standards
- Ensure consistent delivery of Hilton Garden Inn service culture, focusing on personalized, guest engagement
- Oversee check-in/check-out, suite assignments, billing accuracy, and folio management
- Ensure recognition of Hilton Honors members and repeat guests
- Resolve guest concerns using Hilton's service recovery standards (Make It Right)
- Monitor extended-stay needs including billing cycles, housekeeping schedules, and guest preferences
Sales Support & Extended-Stay Revenue
- Support Director of Sales in driving extended-stay business (corporate, relocation, construction, medical, and project accounts)
- Assist with managing long-term and group room blocks, negotiated rates, and contracts
- Follow up on sales leads and maintain account communication as assigned
- Coordinate arrivals for repeat guests, ensuring accurate billing and rate compliance
- Entering accurate reservations and imputing room list.
- Provide quotes and information for group inquiries
- Provide quotes and information for Local Negotiated accounts
Team Leadership & Training
- Supervise, train, and mentor Guest Service Agents and Night Auditors
- Ensure staff are trained in Hilton Garden Inn brand standards, loyalty recognition, and stay service expectations
- Assist with scheduling to support occupancy patterns and long-stay arrivals/departures
- Support performance management, coaching, and recognition initiatives
Operational & Administrative Duties
- Coordinate daily operations with Housekeeping and Engineering to support suite readiness and preventive maintenance
- Ensure compliance with Hilton QA audits, brand inspections, and SOPs
- Monitor guest feedback through Medallia and assist with service recovery follow-ups
- Prepare shift reports, sales tracking, and operational communication for management
- Ensure compliance with cash handling, safety, and security policies
Qualifications
- 2–3 years of Hilton or branded hotel front desk experience
- Supervisory experience strongly preferred
- Sales-focused mindset with experience supporting long-term accounts
- Strong leadership, communication, and problem-solving skills
- Flexible schedule including evenings, weekends and holidays
Physical Requirements
- Ability to stand for extended periods
- Ability to lift up to 25 lbs
- Ability to work in a fast-paced extended-stay hotel environment
Key Performance Indicators (KPIs)
- Guest Experience Index (GEI) / Medallia scores
- Sales lead follow-up and conversion
- Front desk accuracy and billing compliance
- Team engagement and retention
Pay: $19.00 - $22.00 per hour
Work Location: In person
Salary : $19 - $22