Front Desk Supervisor

Peregrine Hospitality•Waltham, MA

2d•Onsite

About The Position

The Front Desk Supervisor is responsible for training and monitoring front desk staff, ensuring a comprehensive understanding of the software system for reservations, check-ins, and check-outs. This role upholds friendly and courteous service, coordinates guest needs from arrival to departure, and preserves the security and privacy of guest information and keys. The supervisor actively communicates with management and staff, assists with special requests and group bookings, and conducts hotel site inspections. A key aspect of this role is maximizing revenue through sales strategies and outstanding customer service, while maintaining a competitive understanding of property features, rates, and local attractions. Confidentiality of company information is paramount, as is sustaining property safety through risk management and emergency procedure knowledge. The supervisor serves as a role model, implements hotel policies, and trains associates on service standards, technical skills, and safety. Fostering open communication among employees and performing additional duties as assigned by management are also core responsibilities.

Requirements

Must be able to lift and/or carry up to 50 pounds frequently to assist guests
Ability to walk and stand for extended periods of time
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors and guests a normal in-person and phone conversation
Ability to bend and twist, push and pull, stoop, and kneel
Ascend and descend a ladder

Responsibilities

Train and monitor front desk staff.
Assist with reservations, and checking guests in and out of the hotel.
Uphold friendly, courteous telephone service and interactions with guests and fellow employees.
Coordinate with guests prior to arrival and through to their departure by means of reservations, wake up calls, check-in, check-out, routing needs, posting charges, and special requests.
Preserve the security and privacy of guest rooms and administrative keys.
Actively communicate with management and staff through scheduled reports, customer feedback, and guest needs.
Assist with special requests, group blocking and unusual circumstances.
Conduct hotel site inspections to maintain property safety and chaperon tours for prospective clients.
Maximize revenues through sales strategy and outstanding customer service.
Develop a comprehensive knowledge of rates, feature, amenities, and area attractions for the property and competitors.
Maintain the confidentiality of any and all company information.
Sustain the safety of the property though risk-management behavior, proper inspections, participation in Safety and Security Committee and knowledge of emergency procedures.
Serve as a role model to demonstrate appropriate behaviors.
Carry out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
Foster open channels of communication between all employees.
Follow all additional duties as assigned by management.