Front Desk Supervisor

Hersha Hospitality Management; Menlo Park (CA); On-site; USD 40,000 - 65,000; Full time

Job summary

Join a forward-thinking company as a Front Desk Supervisor, where your leadership will shine in ensuring top-notch guest experiences. You'll supervise front desk operations, resolve guest complaints, and foster positive interactions. This role offers a unique opportunity to grow within the hospitality industry, with a clear path towards management positions. Be part of a team that values excellence and sustainability, working in a luxurious environment that redefines hospitality. If you're passionate about delivering exceptional service and leading a dynamic team, this is the perfect opportunity for you.

Qualifications

• 1 to 3 years of related experience in hospitality or customer service.
• Strong leadership and communication skills are essential.

Responsibilities

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

Skills

Customer Service

Problem Solving

Team Leadership

Bookkeeping

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

• Interview, select, train, schedule, coach, and support associates, ensuring they perform according to established brand or hotel standards and HHM core values.
• Resolve guest complaints by conducting thorough research and implementing effective solutions.
• Monitor guest satisfaction scores and work towards improving departmental and overall guest satisfaction.
• Participate in lobby ambassador activities to foster positive guest interactions and encourage repeat visits.
• 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 promptly, register them, and assign rooms.
• Provide welcome folders with keys, certificates, coupons, and refreshments as appropriate.
• Compute bills, collect payments, handle cash, and give change.
• Close guest accounts at checkout, negotiate resolutions for dissatisfaction, including revenue allowances if needed.
• Develop specific, measurable, achievable, realistic, and timely action plans to address guest service issues.
• Maintain cleanliness and appearance of hotel entrance, reception, and public areas.
• Follow sustainability practices aligned with HHM’s EarthView program.
• Practice safety protocols, wear protective equipment, and adhere to MSDS and OSHA standards.
• Perform additional duties as assigned 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 may vary, including shifts, holidays, and weekends.
• Requires standing for long 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

Centrally located on the San Francisco Peninsula in Menlo Park Gateway, Hotel Nia redefines luxury hospitality among Redwood City hotels in Silicon Valley.

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

HHM Hotels is an equal-opportunity employer, committed to non-discrimination 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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