Guest Experience Lead - Front Desk

Sage Hospitality Group; Boston (MA); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Exclusive hotel discounts

Health coverage

Meal provided during shifts

Commuter benefits

Prime location

Job summary

Hotel Commonwealth in Fenway, Boston, is seeking a Front Office Supervisor to lead our front desk team and ensure guests receive exceptional, efficient service. You will manage check-ins/outs, reservations, and inquiries with a professional, guest-centric approach.

You will train staff, resolve issues quickly, and uphold a high standard of hospitality while maintaining accurate cash handling and billing records. A positive attitude and teamwork are essential to success.

Qualifications

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Responsibilities

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Skills

Front office procedures

Cash handling

Customer service

Supervisory skills

Communication

Second language

Education

High school diploma or equivalent

Tools

Cash registers

PBX system

Computer proficiency

Job description

Hotel Commonwealth in Fenway, Boston, is seeking a Front Office Supervisor to lead our front desk team and ensure guests receive exceptional, efficient service. You will manage check-ins/outs, reservations, and inquiries with a professional, guest-centric approach.

You will train staff, resolve issues quickly, and uphold a high standard of hospitality while maintaining accurate cash handling and billing records. A positive attitude and teamwork are essential to success.