Front Desk Supervisor

Hersha Hospitality Management LP•Williamsburg, VA

About The Position

The Front Desk Supervisor supervises front desk operations in accordance with established guest service, quality, and sustainability standards. The role supports and develops front desk associates, addresses guest concerns, maintains guest satisfaction, and oversees front office operations when the Front Office Manager or Assistant General Manager is absent. The position also performs guest check-in and checkout, reservation, payment, and bookkeeping duties; promotes company and brand-specific marketing programs; and helps maintain public areas and follow sustainability and safety standards. The role offers a growth path to Assistant Front Office Manager, Front Office Manager, and Assistant General Manager. Work schedules vary and may include all shifts, holidays, and weekends. The work requires extended periods of standing and may involve walking, pushing, lifting up to 25 pounds, bending, reaching, stooping, kneeling, or crouching.

Requirements

1 to 3 years of related experience.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates to help them meet brand or hotel standards and HHM core values.
Research and resolve guest complaints and concerns by determining effective solutions.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Participate in lobby ambassador activities and other individual guest interactions to build relationships and encourage repeat stays.
Oversee front office operations when the Front Office Manager or Assistant General Manager is absent.
Balance accounts and conduct audits.
Make and confirm reservations.
Promote company and brand-specific marketing programs.
Greet arriving guests, register them, and assign hotel rooms.
Provide welcome folders with room keys, certificates, coupons, and refreshment center keys as appropriate.
Compute bills, collect payments, handle cash, and make change.
Close out guest accounts at checkout.
Negotiate compromises when guests are dissatisfied, which may include authorizing revenue allowances.
Create specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
Ensure the cleanliness and appearance of the hotel entrance, reception, and other public areas.
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.