Front Desk Supervisor & Night Audit Lead

Colwen Management Inc; Somerville (MA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

FSAs

Supplemental Insurance

Paid Time Off

Employee Assistance Program

401K Match

Hotel Discount Travel

Associate Discounts

Training & Development

Job summary

The Row Hotel at Assembly Row in Somerville, MA is seeking a Front Desk Supervisor to lead the Front Desk and Night Audit teams with a focus on guest and associate satisfaction. You will train and grow our associates while ensuring top-tier service.

Ideal candidates will have prior Front Desk experience, strong customer service, and the ability to manage diverse duties while maintaining brand standards. A two-year degree or equivalent hospitality experience is preferred, and varied hours

Qualifications

• Two-year college degree or equivalent hospitality experience.
• Previous brand experience highly desirable.
• Strong leader of people.
• Superior interpersonal and customer service skills.
• Reliable with the ability to multi-task and work under pressure.
• Excellent verbal and written communication skills.
• Intermediate to advanced computer skills.
• Familiar with common computer software programs.

Responsibilities

• Assist in the management of the day-to-day operations of the Front Office to ensure that associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guests expectations.
• Assist in the interviewing and performance supervision of Front Office Associates.
• Process check-in and check-out, verify billing, create reservations, and process special requests
• Demonstrate knowledge of hotel property and local attractions to assist guests as needed.
• Establish and maintain open collaborative relationships with direct reports and management throughout the hotel.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a timely manner.
• Ensure all associates adhere to credit and handling policies; analyze variances and maintain a close watch to the daily house count.
• Monitor budgets and payroll records and review financial transactions to ensure appropriateness.
• Conduct ongoing analysis of processes for continuous improvement/efficiency.
• Coach and support Front Office Team to effectively manage occupancy, guest service, and controllable expenses.
• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results.
• Balance cost controls with exceptional guest service and associate satisfaction.
• Maintain STRICT key controls and safety and security standards.
• Ensure compliance with Colwen Hotels policies and procedures and Federal & State Labor laws.
• Perform other duties, as assigned, to meet business needs.

Skills

Strong leader of people

Interpersonal skills

Customer service

Verbal and written communication

Computer skills

Software proficiency

Education

Two-year college degree or hospitality experience

Job description

The Row Hotel at Assembly Row in Somerville, MA is seeking a Front Desk Supervisor to lead the Front Desk and Night Audit teams with a focus on guest and associate satisfaction. You will train and grow our associates while ensuring top-tier service.

Ideal candidates will have prior Front Desk experience, strong customer service, and the ability to manage diverse duties while maintaining brand standards. A two-year degree or equivalent hospitality experience is preferred, and varied hours