Front Desk Supervisor

Hersha Hospitality Management LP•Philadelphia, PA

4d•Onsite

About The Position

Supervise front desk operations in accordance with established guest service, quality and sustainability standards. This role involves interviewing, selecting, training, scheduling, coaching, and supporting associates to ensure they perform in accordance with established brand or hotel standards and consistent with HHM core values. The Front Desk Supervisor will resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions. They will also be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction. Participation in lobby ambassador and other activities related to interacting with guests on an individual level is expected, thus creating a relationship and culture that will result in repeat stays. The role includes overseeing front office operations in the absence of the Front Office Manager or Assistant General Manager, performing bookkeeping activities such as balancing accounts and conducting audits, and making and confirming reservations. Promoting company and brand-specific marketing programs is also a key responsibility. The Front Desk Supervisor will greet guests immediately upon arrival, register and assign guests to hotel rooms, and provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. They will compute bills, collect payments, handle cash, and make change for guests, and close out guest accounts at time of check out. In the event of dissatisfaction, the supervisor will negotiate compromise, which may include authorizing revenue allowances, and create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. Ensuring hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance is crucial. The role also requires following sustainability guidelines and practices related to HHM’s EarthView program, practicing safe work habits, wearing protective safety equipment, and following MSDS and OSHA standards. Other duties as requested by management will also be performed.

Requirements

1 to 3 years of related experience.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

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