Front Desk Supervisor

Plazahotelelpaso; Pennsylvania; On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Front Desk Supervisor to lead front desk operations and enhance guest experiences. In this role, you will supervise daily activities, resolve guest concerns, and ensure adherence to quality standards. This position offers a unique opportunity for growth within the hospitality sector, with potential advancement to management roles. If you have a passion for guest service and a knack for leadership, this is the perfect chance to make a significant impact in a vibrant hotel environment.

Qualifications

• 1-3 years of experience in a similar role with a focus on guest service.
• Education in hospitality preferred, with strong leadership skills.

Responsibilities

• Supervise front desk operations to ensure guest satisfaction.
• Resolve complaints and oversee bookings and account management.
• Train and support staff to meet hotel standards.

Skills

Guest Service

Conflict Resolution

Team Leadership

Bookkeeping

Education

Associate’s Degree

Bachelor’s Degree

Job description

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 time of check out. In the event of dissatisfaction, negotiate compromise, 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 in regards to 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

Source: HHM Hotels