Guest Experience Supervisor, Front Desk

Westmont Hospitality Group; Boston (MA); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Flexible Spending Accounts (FSA) and H

Optional Life Insurance

Long-Term Disability Insurance

Paid Vacation

401(k) with Match after 1 year of 1000

Holiday pay and birthday leave

Employee Referral Program

Discounted Hilton room rates

Daily meals

Company-paid life insurance

Job summary

Battery Wharf Hotel in Boston, MA is seeking a Front Desk Supervisor to lead daily front desk operations and ensure guest satisfaction. The role requires supervising staff, processing registrations, handling payments, and coordinating arrivals.

You will train new agents on cash handling, PMS usage, and CRM Toolbox, while maintaining brand standards and a positive work environment. The position entails standing and continual mobility in the front office, with weekends and holidays required.

Qualifications

• Two years combined front desk and supervisor experience.
• Ability to work weekends and holidays, with overnight shifts as needed.
• Excellent communication in English and professional demeanor.
• Wamiliarity with hotel front office procedures and POS systems.

Responsibilities

• Greet guests warmly and provide accurate information on outlets and local attractions.
• Complete registration in the computer system; assign rooms based on guest needs; code keys; manage check-out and guest accounts.
• Answer calls promptly in English; relay messages and handle mail/packages.
• Manage group arrivals and pre-arrival packets; coordinate arrivals and check-in/check-out flow.
• Train new agents on daily duties, cash handling, CRM Toolbox, and PMS usage.
• Monitor time and attendance; enforce attendance policy and assist management in creating a positive work environment.
• Support front desk staff as needed and perform related duties as assigned.

Skills

Front desk operations

Supervisory experience

Customer service

Cash handling

Tools

CRM Toolbox

PMS system

Job description

Battery Wharf Hotel in Boston, MA is seeking a Front Desk Supervisor to lead daily front desk operations and ensure guest satisfaction. The role requires supervising staff, processing registrations, handling payments, and coordinating arrivals.

You will train new agents on cash handling, PMS usage, and CRM Toolbox, while maintaining brand standards and a positive work environment. The position entails standing and continual mobility in the front office, with weekends and holidays required.