Front Desk Supervisor

Hyatt Hotels; Menlo Park (CA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player in luxury hospitality is seeking a Front Desk Supervisor to lead front desk operations and enhance guest experiences. This role involves supervising staff, resolving guest issues, and ensuring adherence to quality standards. The ideal candidate will possess strong leadership and customer service skills, with opportunities for growth into management roles. Join a forward-thinking team dedicated to excellence in service and sustainability, contributing to a high-end hospitality experience in a vibrant location.

Qualifications

• 1 to 3 years of related experience in hospitality or front desk operations.
• Strong leadership skills to manage front desk staff effectively.

Responsibilities

• Supervise front desk operations and ensure guest satisfaction.
• Resolve guest complaints and manage reservations effectively.
• Monitor and improve guest satisfaction scores.

Skills

Customer Service

Leadership

Problem Solving

Bookkeeping

Communication

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 according to established brand or hotel standards and HHM core values.
2. Resolve guest complaints and concerns by thoroughly researching the situation and determining effective solutions.
3. Monitor guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
4. Participate in lobby ambassador and other guest interaction activities to foster relationships and encourage 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 them, and assign rooms.
10. Provide welcome folders with room keys, certificates, coupons, and refreshment keys as appropriate.
11. Compute bills, collect payments, handle cash, and make change for guests.
12. Close out guest accounts at checkout, negotiate compromises if needed, including revenue allowances.
13. Create specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
14. Maintain hotel entrance, reception, and public areas cleanliness and appearance.
15. Follow sustainability practices related to HHM’s EarthView program.
16. Practice safe work habits, wear protective equipment, and adhere to MSDS and OSHA standards.
17. Perform other 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 varies; may include 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

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

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

HHM Hotels is an equal-opportunity employer. We do not discriminate 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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