Front Desk Supervisor

The Boxer Boston Hotel; Boston (MA); On-site; USD 45,000 - 60,000; 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 involves training staff, resolving guest issues, and maintaining hotel standards. This position offers a growth path towards management roles within the hotel.

Qualifications

• 1 to 3 years of related experience.

Responsibilities

• Supervise front desk operations and ensure guest satisfaction.
• Interview, select, train, and support front desk associates.
• Resolve guest complaints and conduct audits.

Skills

Guest Service

Problem Solving

Team Leadership

Education

Associate’s or Bachelor’s degree

Job description

Join to apply for the Front Desk Supervisor role at The Boxer Boston Hotel.

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 checkout. In case of dissatisfaction, negotiate compromises, which may include revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception, and public areas are maintained in 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, reaching, stooping, kneeling, or crouching.

What We Believe

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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hotels and Motels