Guest Experience Supervisor

Fairfield Inn & Suites; Hyannis (MA); On-site; USD 42,000 - 56,000; Full time

Job summary

Peregrine Hospitality is seeking a front desk supervisor to manage front desk operations in a hotel environment. You will train staff, oversee reservations, and ensure seamless check-in/check-out experiences for guests.

The role emphasizes guest service excellence, security, and collaboration with management to optimize revenues and guest satisfaction. Candidates should have at least 2 years of hotel front desk experience and strong people skills.

Qualifications

• At least 2 years of hotel front desk experience.
• Excellent people skills to supervise staff.

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.

Skills

Front desk experience

Staff supervision

People skills

Job description

Peregrine Hospitality is seeking a front desk supervisor to manage front desk operations in a hotel environment. You will train staff, oversee reservations, and ensure seamless check-in/check-out experiences for guests.

The role emphasizes guest service excellence, security, and collaboration with management to optimize revenues and guest satisfaction. Candidates should have at least 2 years of hotel front desk experience and strong people skills.