Front Desk Supervisor

Hyatt Hotels; Boston (MA); On-site; USD 45,000 - 55,000; Full time

Job summary

A leading hotel in Boston is seeking a Front Desk Supervisor to oversee front desk operations, ensuring exceptional guest service and satisfaction. The role includes managing staff, resolving complaints, and maintaining hotel standards. This position offers growth opportunities within the company.

Qualifications

• 1 to 3 years of related experience.

Responsibilities

• Supervise front desk operations and ensure guest satisfaction.
• Resolve guest complaints and concerns.
• Perform bookkeeping activities and manage reservations.

Skills

Guest Service

Problem Solving

Coaching

Education

Associate’s or Bachelor’s degree

Job description

Overview

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

1. Interview, select, train, schedule, coach, and support associates, ensuring they perform according to brand or hotel standards and HHM core values.
2. Resolve guest complaints and concerns by thoroughly researching the situation and determining effective solutions.
3. Monitor guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
4. Participate in lobby ambassador and other guest interaction activities to foster relationships and encourage repeat stays.
5. Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
6. Perform bookkeeping activities such as balancing accounts and conducting audits.
7. Make and confirm reservations.
8. Promote Hersha Hospitality and brand-specific marketing programs.
9. Greet guests upon arrival, register them, and assign rooms.
10. Provide welcome folders with room keys, certificates, coupons, and refreshments as appropriate.
11. Compute bills, collect payments, handle cash, and make change for guests.
12. Close out guest accounts at checkout; negotiate resolutions for dissatisfaction, including revenue allowances if necessary.
13. Create specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
14. Maintain cleanliness and appearance of hotel entrance, reception, and public areas.
15. Follow sustainability practices related to HHM’s EarthView program.
16. Practice safe work habits, wear protective equipment, and adhere to MSDS and OSHA standards.
17. 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, may include all shifts, holidays, and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

What We Believe

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

About Us

Strongly independent and passionately unique, The Boxer Hotel reflects the spirit of Boston, a city rich in heritage, culture, and intellectualism. Located in the historic Flatiron Building on Bulfinch Triangle, our boutique hotel offers relaxed sophistication with an urban industrial chic design inspired by New England roots. Our guestrooms and suites, equipped with smart amenities, are centrally located near North End, Faneuil Hall, and Beacon Hill, providing an authentic Boston experience for leisure and business travelers alike.

This property is part of the Echelon Luxury & Lifestyle division of HHM Hotels.

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate based on race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected group.

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