Front Desk Supervisor

Hersha Hospitality Management; City of White Plains (NY); On-site; USD 40,000 - 60,000; Full time

Job summary

Join a dynamic team at a forward-thinking hospitality company as a Front Desk Supervisor. In this pivotal role, you will oversee front desk operations, ensuring exceptional guest service and satisfaction. You'll lead a team of associates, resolve guest concerns, and maintain high-quality standards in a vibrant hotel environment. This position offers growth opportunities and the chance to make a significant impact on guest experiences in a well-regarded establishment. If you are passionate about hospitality and excel in a fast-paced setting, this role is perfect for you.

Qualifications

• 1 to 3 years of experience in hospitality or related field.
• Strong leadership and communication skills.

Responsibilities

• Supervise front desk operations and ensure guest satisfaction.
• Handle guest complaints and resolve issues effectively.
• Perform bookkeeping and manage guest accounts.

Skills

Guest Service

Conflict Resolution

Team Leadership

Bookkeeping

Education

Associate's Degree

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

• 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 check-out. In the event of dissatisfaction, negotiate compromises, 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 regarding 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

Located in the Westchester Corporate Park and situated right off Interstate-287, the HYATT house White Plains hotel offers travelers access to popular local destinations that include Westchester Mall, Rye Playland, and is only minutes from New York City.

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.

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