Front Desk Supervisor

Hersha Hospitality Management; Boston (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hospitality management company is seeking a Front Desk Supervisor to oversee front desk operations, enhance guest satisfaction, and manage staff. This role involves direct guest interaction, complaint resolution, and operational oversight, ensuring a high-quality experience for all visitors.

Qualifications

• 1 to 3 years of related experience.

Responsibilities

• Supervise front desk operations and ensure quality standards.
• Resolve guest complaints and improve satisfaction scores.
• Perform bookkeeping activities and manage guest accounts.

Skills

Guest Service

Coaching

Problem Solving

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 in accordance with established brand or hotel standards and consistent with HHM core values.
2. Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
3. Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
4. 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.
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 immediately upon arrival; register and assign guests to hotel rooms.
10. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
11. Compute bills, collect payments, handle cash, and make change for guests.
12. Close out guest accounts at checkout. In case of dissatisfaction, negotiate compromises, which may include revenue allowances.
13. Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
14. Ensure hotel entrance, reception, and other public areas are properly maintained regarding cleanliness and appearance.
15. Follow sustainability guidelines and practices related to HHM’s EarthView program.
16. Practice safe work habits, wear protective safety equipment, and follow 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 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

About Us

Strongly independent and passionately unique, The Boxer Hotel channels the spirit of Boston, a classic New England city steeped in heritage, culture, and intellectualism. Occupying the city’s historic Flatiron Building on the western edge of Bulfinch Triangle, our Boston boutique hotel exudes relaxed sophistication with an urban industrial chic design that draws inspiration from the city’s New England roots. With our elegantly appointed guestrooms and suites, smart amenities, and central location close to North End, Faneuil Hall, and Beacon Hill, The Boxer offers an authentic Boston experience for both leisure and business travelers. 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 on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship status, or any other protected group.

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