Front Desk Supervisor

Residence Inn by Marriott & Fairfield Inn & Suites by Marriott; Waltham (MA); On-site; USD 44,000 - 48,000; Full time

Job summary

Peregrine Hospitality is seeking a Hotel Front Desk Associate to train and supervise front desk staff, ensure smooth reservations, and manage guest check-in and check-out with a focus on exceptional service.

The role emphasizes security, confidentiality, and proactive communication with management. A customer-first attitude and the ability to handle special requests are essential for success in this busy hospitality environment.

Responsibilities

• Train and monitor front desk staff.
• Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
• Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
• Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
• Preserve the security and privacy of guest rooms and administrative keys.
• Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
• Assists with special requests, group blocking and unusual circumstances.
• Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
• Maximize revenues through sales strategy and outstanding customer service.
• Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding.
• Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information.
• Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
• Serves as a role model to demonstrate appropriate behaviors.
• Carries out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
• Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
• Fosters open channels of communication between all employees.
• Follow all additional duties as assigned by management.

Job description

Responsibilities of the Ideal Candidate:

• Train and monitor front desk staff.
• Has full understanding of software system and assists with reservations, and checking guests in and out of the hotel.
• Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
• Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
• Preserve the security and privacy of guest rooms and administrative keys.
• Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
• Assists with special requests, group blocking and unusual circumstances.
• Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
• Maximize revenues through sales strategy and outstanding customer service.
• Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors in order to assist any client and maintain a competitive understanding.
• Maintain the confidentiality of any and all company information, including but not limited to: performance statistics, agreements with clients, prospective business, and financial information.
• Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
• Serves as a role model to demonstrate appropriate behaviors.
• Carries out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
• Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
• Fosters open channels of communication between all employees.
• Follow all additional duties as assigned by management.

Pay

• $22.00/hr.

Physical Requirements: The minimum physical requirements for this position include but are not limited to:

• Must be able to lift and/or carry up to 50 pounds frequently to assist guests
• Ability to walk and stand for extended periods of time
• Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors and guests a normal in-person and phone conversation
• Ability to bend and twist, push and pull, stoop, and kneel
• Ascend and descend a ladder

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please contact: [e-mail]

Peregrine Hospitality is an Equal Opportunity Employer M/F/Disability/Veteran and Drug Free

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.