Guest Experience Supervisor - Front Desk

BENCHMARK; Auburndale (MA); On-site; USD 33,000 - 36,000; Full time

Job summary

Boston Marriott Newton, a premier Pyramid Global Hospitality property along the Charles River in Newton, MA, offers a dynamic Front Desk role focused on welcoming guests and delivering outstanding service.

As a Front Desk Agent, you will check guests in, handle requests and issues, and uphold accurate information while maintaining a warm, professional demeanor in a fast-paced setting.

Qualifications

• Must be available to work a flexible schedule to include nights, weekends and holidays.
• High school diploma or equivalent.
• Previous hotel or resort experience preferred.
• A strong desire to make an impact on other people.
• An outgoing and engaging personality.
• Computer skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced setting.
• Ability to stand for the duration of the shift.

Responsibilities

• Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Provide exceptional customer service by being engaging and taking sincere interest.
• Supervise daily shift processes and ensure all team members adhere to SOPs.
• Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests.
• Coordinate with Maintenance and Housekeeping to communicate and coordinate the day.
• Train, direct, and coach front desk team members to ensure a quality operation.
• Maintain the Sundries shop, keeping inventory and ordering as necessary.
• Train Front Desk Agents to provide exceptional customer service.
• Promote and sell special hotel programs.
• Interact with hotel/resort staff professionally and assist other departments.
• Be knowledgeable of emergency procedures and policies.
• Maintain house bank and postings, deposits, and refunds.
• Communicate all pertinent information to the manager on duty.

Skills

Customer service

Communication skills

Teamwork

Computer skills

Education

High school diploma or equivalent

Tools

Computer systems

Job description

Boston Marriott Newton, a premier Pyramid Global Hospitality property along the Charles River in Newton, MA, offers a dynamic Front Desk role focused on welcoming guests and delivering outstanding service.

As a Front Desk Agent, you will check guests in, handle requests and issues, and uphold accurate information while maintaining a warm, professional demeanor in a fast-paced setting.