Front Desk Supervisor

Opportunity:
Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager - Front Office Manager - Assistant General Manager

Your Focus

* Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.

* Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.

* Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.

* Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.

* Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.

* Perform bookkeeping activities such as balancing accounts and conducting audits.

* Make and confirm reservations.

* Promote Hersha Hospitality and brand-specific marketing programs.

* Greet guests immediately upon arrival; register and assign guests to hotel rooms.

* Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.

* Compute bills, collect payments, handle cash, and make change for guests.

* Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.

* Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.

* Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.

* Follow sustainability guidelines and practices related to HHM's Earth View program.

* Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.

* Perform other duties as requested by management.

Your Background and Skills

* Associate's or Bachelor's degree preferred.

* 1 to 3 years of related experience.

Work Environment and Context

* Work schedule varies and may include working on all shifts, holidays and weekends.

* Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It

Source: HHM Hotels