Guest Experience Supervisor - Front Desk Leadership

Ultipro; Waltham (MA); On-site; USD 44,000 - 48,000; Full time

Job summary

Peregrine Hospitality is seeking a Hotel Front Desk Associate to train and supervise front desk staff, ensure smooth reservations, and manage guest check-in and check-out with a focus on exceptional service.

The role emphasizes security, confidentiality, and proactive communication with management. A customer-first attitude and the ability to handle special requests are essential for success in this busy hospitality environment.

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.

Job description

Peregrine Hospitality is seeking a Hotel Front Desk Associate to train and supervise front desk staff, ensure smooth reservations, and manage guest check-in and check-out with a focus on exceptional service.

The role emphasizes security, confidentiality, and proactive communication with management. A customer-first attitude and the ability to handle special requests are essential for success in this busy hospitality environment.