Front Desk Supervisor

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

Job summary

A leading hotel in Philadelphia seeks a Front Desk Supervisor to oversee operations and ensure exceptional guest experiences. The role involves managing staff, resolving issues, and maintaining high service standards. Ideal candidates will have a degree and relevant experience in hospitality, with a focus on customer service excellence.

Qualifications

• 1 to 3 years of related experience.
• Preferred degree in hospitality or related field.

Responsibilities

• Supervise front desk operations and ensure guest satisfaction.
• Resolve guest complaints and monitor satisfaction scores.
• Oversee front office operations in the absence of senior management.

Skills

Customer Service

Supervision

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

• 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 and concerns by thoroughly researching the situation and determining effective solutions.
• Monitor guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other guest interaction activities to foster relationships and encourage 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 upon arrival, register them, and assign rooms.
• Provide welcome folders with 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 checkout, negotiating compromises or revenue allowances if needed.
• Create measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
• Maintain cleanliness and appearance of hotel entrance, reception, and public areas.
• Follow sustainability guidelines related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment, and adhere to MSDS and OSHA standards.
• 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 may vary and include 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

The Rittenhouse Hotel is located in the heart of downtown Philadelphia, offering a prestigious address and five-diamond luxury service. Recognized as a premier Philadelphia hotel, it features historic charm and is within walking distance of major attractions and the business district. Part of the Echelon Luxury & Lifestyle division of HHM Hotels, we pride ourselves on excellence and diversity.

HHM Hotels is an equal-opportunity employer. We welcome applications regardless of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, age, religion, disability, veteran status, genetic information, citizenship, or any other protected status.