Front Desk Supervisor

HHM Hotels; Sunnyvale (CA); Presencial; USD 60.000 - 75.000; Jornada completa

Descripción de la vacante

HHM Hotels in Sunnyvale, CA is seeking a Front Desk Supervisor to lead daily front desk operations, greet guests, and ensure service standards align with HHM’s brand.

You will interview, train, schedule, coach and support associates; handle guest inquiries and complaints; balance accounts, process reservations, and support sustainability initiatives under EarthView; work varied shifts and stand for long periods.

Formación

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related front desk experience.
• Experience in hotel operations and guest services.
• Strong communication and problem-solving skills.

Responsabilidades

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with brand standards and HHM values.
• Resolve guest complaints by researching the situation and determining effective solutions.
• Monitor guest satisfaction scores and work toward improving departmental and overall guest satisfaction.
• Participate in lobby ambassador activities to build relationships and encourage repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant GM.
• Perform bookkeeping tasks such as balancing accounts and conducting audits.
• Make and confirm reservations; greet guests on arrival and assign rooms.
• Compute bills, collect payments, handle cash, and balance guest accounts at checkout.

Conocimientos

Guest service excellence

Staff supervision

Interviewing & training

Conflict resolution

Cash handling

Educación

Associate's degree

Bachelor's degree

Descripción del empleo

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 company 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