Front Desk Supervisor - AC Hotel Cleveland Circle

Hotel•Brighton, MA

14h•Onsite

About The Position

AC Hotel Cleveland Circle is seeking an engaging, friendly, and detail-oriented Front Desk Supervisor to join their team. This individual will be directly responsible for the Front Desk and Night Audit teams with a focus on guest and associate satisfaction. Colwen Hotels is a dynamic and growing hotel company with an extraordinary portfolio of award-winning hotels. They are a hospitality group built on hard work, character, and authenticity, cultivating ideas and empowering individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made them who they are today, and they strive to keep their ideas fresh. They currently have 40 hotels in their portfolio operating across 10 states.

Requirements

Two-year college degree or equivalent hospitality experience
Previous brand experience highly desirable
Strong leader of people
Superior interpersonal and customer service skills
Reliable with the ability to multi-task and work under pressure
Excellent verbal and written communication skills
Intermediate to advanced computer skills
Familiar with common computer software programs
Must be willing to work varied hours including nights, weekends, and holidays

Responsibilities

Assist in the management of the day-to-day operations of the Front Office to ensure that associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guests expectations.
Assist in the interviewing and performance supervision of Front Office Associates.
Process check-in and check-out, verify billing, create reservations, and process special requests.
Demonstrate knowledge of hotel property and local attractions to assist guests as needed.
Establish and maintain open collaborative relationships with direct reports and management throughout the hotel.
Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a timely manner.
Ensure all associates adhere to credit and handling policies; analyze variances and maintain a close watch to the daily house count.
Monitor budgets and payroll records and review financial transactions to ensure appropriateness.
Conduct ongoing analysis of processes for continuous improvement/efficiency.
Coach and support Front Office Team to effectively manage occupancy, guest service, and controllable expenses.
Identify service issues and trends.
Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results.
Balance cost controls with exceptional guest service and associate satisfaction.
Maintain STRICT key controls and safety and security standards.
Ensure compliance with Colwen Hotels policies and procedures and Federal & State Labor laws.
Perform other duties, as assigned, to meet business needs.