Front Desk Supervisor

Hampton Inn & Suites Providence / Smithfield; Smithfield (RI); On-site; USD 35,000 - 50,000; Full time

Job summary

A leading hotel is seeking a Front Desk Supervisor to oversee front desk operations and ensure exceptional guest service. The ideal candidate will have 1 to 3 years of experience in hospitality, strong problem-solving skills, and a commitment to guest satisfaction. Responsibilities include managing staff, resolving guest issues, and maintaining operational standards. This role offers an opportunity to grow within a reputable hotel brand.

Qualifications

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

Responsibilities

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

Skills

Customer Service

Problem Solving

Team Leadership

Communication

Education

Associate's or Bachelor's degree

Job description

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

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

About Us

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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Front Desk Supervisor • Smithfield, RI, US