Front Desk Supervisor

HHM Hospitality; Boston (MA); On-site; USD 52,000 - 70,000; Full time

Job summary

HHM Hotels in Boston seeks a Front Desk Supervisor to oversee front desk operations with a focus on guest service, brand standards, and sustainability. You will lead staff, handle reservations, balance accounts, and resolve guest concerns while modeling HHM values.

The role supports growth to higher leadership roles and requires 1–3 years in hospitality and a degree preferred. Schedule includes varied shifts, weekends, and holidays with emphasis on service excellence.

Qualifications

• Associate3 or Bachelor2 degree preferred.
• 1013 3 years of related hospitality experience.
• Front desk supervisory experience preferred.

Responsibilities

• Interview, select, train, schedule, and coach associates according to brand standards.
• Resolve guest complaints by researching issues and implementing solutions.
• Monitor guest satisfaction scores and drive improvements.
• Oversee front office operations in the absence of managers.
• Process reservations, balances, and cash handling.
• Promote HHM marketing programs and EarthView sustainability practices.
• Greet guests and assign rooms; provide welcome folders and keys.
• Create action plans to remedy service deficiencies.

Skills

Guest service

Team leadership

Staff training

Conflict resolution

Reservations handling

Cash handling

Education

Associate3 or Bachelor2 degree preferred

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

• 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 company 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 EarthView 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

About Us

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

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