Front Desk Supervisor

EOS • Portland, ME

6d • Onsite

About The Position

The Front Desk Supervisor is responsible for maintaining the professional appearance of the Front Desk, focusing on hospitality and guest service. This role involves interacting with guests on an individual level to foster relationships and encourage repeat stays. The supervisor will ensure the cleanliness and organization of the Lobby and Front Desk areas, restocking as needed. They will anticipate guest needs, respond promptly, and acknowledge all guests. Responsibilities include assisting with VIP meet & greets and room checks, managing guest requests, inquiries, and complaints, and ensuring their resolution by the end of the shift. The supervisor will also compose handover reports, participate in shift meetings, and monitor team performance, appearance, and adherence to standards through coaching and support. Maintaining a professional atmosphere, assisting with employee recognition, and maximizing revenue through up-selling are key aspects of this role. Additionally, the supervisor will review due out rooms, place courtesy calls, assist with inventory, and perform other duties as requested by management.

Requirements

• Great communicator both verbally and in writing.
• Outstanding organizational and time management processes.
• Must be knowledgeable of management company policies and property community policies.
• Exhibits a high level of professionalism in all interactions/situations.
• 3+ years’ hospitality experience, preferably in the luxury lifestyle hotel
• 1+ year leadership experience
• Must be knowledgeable of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events.
• Must be able to maintain confidentiality of sensitive guest and colleague information.
• Capacity to work varied shifts – including weekends and holidays.
• Ability to develop, plan, and implement short and long-range goals.

Responsibilities

• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service
• Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Maintain cleanliness of Lobby + Front Desk areas, restocking area where needed.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Assist with VIP meet & greets at check in whenever possible.
• Walk VIP rooms to ensure amenities and room meet arrival standards.
• Manage Guest requests, inquiries, and complaints promptly, escalating to FOM where necessary.
• Ensure that guest complaints are entered and resolved by end of shift.
• Compose handover report
• Participate and conduct AM/PM shift meetings ensuring team is well informed.
• Monitor the performance, standards, and appearance of the team with an emphasis on training and team work by coaching and supporting associates.
• Maintain and encourage a professional atmosphere at all times (conversations, tone, demeanor, uniforms, etc.)
• Assist with employee recognition and appreciation
• Maximize sales revenues through up-selling and train agents on up-sell techniques.
• Review remaining due out rooms and place courtesy calls.
• Assist with weekly or biweekly inventory
• Perform other duties as requested by management.

Benefits

• Employer-subsidized medical, dental, and vision insurance
• Company-funded $25K in complimentary life insurance and $1K/mo. in disability
• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Generous Paid Time Off package including Employer Paid Leave plus immediate Paid Vacation accruals
• Flexible and understanding work-life equality
• Family Matters Program of 10+ weeks fully paid parental leave for new parents
• 401k employer match, up to 4% of salary
• Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
• Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
• Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including training and tuition reimbursement
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture
• Company-funded Employee Assistance Program for life and mental health resources

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed