Front Desk Supervisor - The Row Hotel at Assembly Row

Hotel•Somerville, MA

About The Position

The Row at Assembly Row is seeking an engaging, friendly, and detail-oriented Front Desk Supervisor. This position is directly responsible for the Front Desk and Night Audit teams, with a focus on guest and associate satisfaction. The supervisor assists with day-to-day Front Office operations, ensuring associates follow Colwen Hotels and brand standards and meet or exceed business and guest expectations. The role supports hiring, supervision, training, and development of Front Office associates; manages guest interactions and service recovery; and helps oversee occupancy, expenses, payroll, financial transactions, security, and compliance. The position requires varied hours, including nights, weekends, and holidays. The hourly wage is $26.00.

Requirements

Two-year college degree or equivalent hospitality experience.
Strong leadership skills and ability to train and grow associates.
Superior interpersonal and customer service skills.
Reliable, with the ability to multitask and work under pressure.
Excellent verbal and written communication skills.
Intermediate to advanced computer skills.
Familiarity with common computer software programs.
Willingness to work varied hours, including nights, weekends, and holidays.

Nice To Haves

Previous brand experience is highly desirable.

Responsibilities

Assist in managing day-to-day Front Office operations and ensure associates adhere to Colwen Hotels and brand standards.
Assist with interviewing and performance supervision of Front Office associates.
Process guest check-ins and check-outs, verify billing, create reservations, and handle special requests.
Demonstrate knowledge of the hotel property and local attractions to assist guests.
Establish and maintain collaborative relationships with direct reports and hotel management.
Investigate and resolve complaints regarding service or accommodations in a timely manner.
Ensure associates follow credit and handling policies; analyze variances and monitor the daily house count.
Monitor budgets and payroll records and review financial transactions for appropriateness.
Analyze processes on an ongoing basis to identify opportunities for continuous improvement and efficiency.
Coach and support the Front Office team in managing occupancy, guest service, and controllable expenses.
Identify service issues and trends and facilitate solutions that support guest satisfaction.
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 and state labor laws.
Perform other duties as assigned to meet business needs.