Front Desk Supervisor

Hersha Hospitality Management LP•Miami, FL

About The Position

The Front Desk Supervisor supervises front desk operations in accordance with established guest service, quality, and sustainability standards. The role includes supporting and overseeing associates, resolving guest concerns, promoting guest satisfaction, and managing front office operations when the Front Office Manager or Assistant General Manager is absent. The supervisor also handles reservations, guest check-in and checkout, payments, account balancing, and related bookkeeping activities. The position supports HHM Hotels’ service and sustainability practices, including its EarthView program, and requires following safe-work practices and applicable MSDS and OSHA standards. The work schedule varies and may include all shifts, holidays, and weekends.

Requirements

1 to 3 years of related experience.
Ability to work a variable schedule that may include all shifts, holidays, and weekends.
Ability to stand for extended periods; walk, push, lift up to 25 pounds, bend and reach, and stoop, kneel, or crouch.

Nice To Haves

Associate’s or Bachelor’s degree preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and HHM core values.
Research and resolve guest complaints and concerns by determining effective solutions.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Participate in lobby ambassador and other guest-interaction activities to encourage relationships and repeat stays.
Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
Balance accounts and conduct audits as part of bookkeeping activities.
Make and confirm reservations.
Promote company and brand-specific marketing programs.
Greet arriving guests, register them, and assign hotel rooms.
Provide welcome folders with room keys and applicable certificates, coupons, and refreshment center keys.
Compute bills, collect payments, handle cash, and make change.
Close guest accounts at checkout.
Negotiate compromises for dissatisfied guests, which may include authorizing revenue allowances.
Create specific, measurable, achievable, realistic, and timely action plans to address guest-service deficiencies.
Ensure the hotel entrance, reception, and other public areas are maintained for cleanliness and appearance.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.