Front Desk Supervisor

Courtyard Boston Downtown/North Station • Boston, MA

10d • $34 - $34 • Onsite

About The Position

The Front Desk Supervisor oversees the daily operation of the Front Office to ensure smooth guest arrivals and departures. Reporting to the Director of Operations and working closely with the Assistant Front Office Managers, this role supports and oversees daily front desk performance, handles guest inquiries and requests, and resolves issues promptly and efficiently. The position provides direction, training, and guidance to Front Office staff and helps ensure productivity, efficiency, and service standards are met.

The supervisor also performs front desk duties, including welcoming and registering guests, checking guests out, handling reservations and guest accounts, managing cash and credit transactions, and coordinating guest requests and room inventory with other hotel departments. The role may require assisting in other hotel areas as operationally needed and performing other assigned duties.

Requirements

• High school diploma and up to three months of related experience and/or training, or an equivalent combination of education and experience.
• Previous front office or hotel experience.
• Ability to perform accurate, moderately complex arithmetic using a calculator.
• Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals.
• Effective verbal and written communication with guests and co-workers, including responding to guest requests.
• Ability to understand tasks performed by a telephone operator, reservation agent, concierge, and housekeeper.
• Ability to handle cash and credit transactions.
• Ability to multitask and handle stress during busy periods.
• Ability to manage and resolve conflicts.

Nice To Haves

• A four-year degree in hospitality or business.
• Previous supervisory experience; candidates with proven success in a front desk shift leadership role may also be considered.
• Ability to speak foreign languages.
• FOSSE experience.

Responsibilities

• Provide direction to Front Office staff, assign work, explain tasks, and support team morale.
• Observe and train staff, encourage improvement, and help ensure productivity, efficiency, and service standards.
• Resolve guest issues and complications, determine solutions, and authorize revenue allowances when appropriate.
• Welcome and register guests, fulfill requests, and follow special instructions.
• Follow security and credit policies and guide Front Office staff on correct procedures.
• Select and block rooms for arriving guests, pre-register individuals or groups, and assist with VIPs and returning guests as requested.
• Check guests out, make change, cash checks, and post charges to guest accounts.
• Promote Fontainebleau Development and Courtyard marketing programs.
• Maintain the assigned hotel bank and accurately handle cash and credit transactions.
• Maintain familiarity with room and rate availability and accept reservations, changes, and cancellations as needed.
• Coordinate with other departments to efficiently handle guest requests and inventory.
• Handle hotel emergencies and situations with maturity and professionalism.
• Perform tasks and projects delegated by Front Office Management and other assigned duties.
• Assist operations in other hotel areas when needed, including duties not specifically listed in the job description.
• Maintain a safe work environment for co-workers and a safe hotel for guests.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED