• Front Desk Supervisor

    Posted Date 3 months ago(3/25/2019 9:00 AM)
    Regular Full-Time
    Property Name
    The Boxer
    107 Merrimac Street Boston Massachusetts 02114 US
  • Overview

    Opportunity:  Front Desk Supervisor

    Supervise front desk operations in accordance with established guest service, quality and sustainability standards.


    Potential Career Path   

    Assistant Front Office Manager – Front Office Manager – Assistant General Manager


    Essential Job Functions

    • Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values. 
    • Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
    • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
    • Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
    • Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager. 
    • Perform bookkeeping activities such as balancing accounts and conducting audits.
    • Make and confirm reservations.
    • Promote Hersha Hospitality and brand-specific marketing programs.
    • Greet guests immediately upon arrival; register and assign guests to hotel rooms.
    • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
    • Compute bills, collect payments, handle cash, and make change for guests.
    • Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
    • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
    • Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance. 
    • Follow sustainability guidelines and practices related to HHM’s EarthView program.
    • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
    • Perform other duties as requested by management.

    Position Requirements

    • Associate’s or Bachelor’s degree preferred.
    • 1 to 3 years of related experience.

    Work Environment and Context

    • Work schedule varies and may include working on all shifts, holidays and weekends.
    • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

    What We Believe


    People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It


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