Front Office Supervisor

Hersha Hospitality Management LP•Oklahoma City, OK

About The Position

The Front Office Supervisor leads front desk operations, guest services, and lobby experiences. The role is responsible for guest satisfaction, daily front office logistics, team development, and maintaining the property as a premier destination in its local community. The supervisor oversees front office operations when the Front Office Manager or Assistant General Manager is absent and supports guests and associates in accordance with hotel standards and HHM core values. The position offers a growth path to Assistant Front Office Manager, Front Office Manager, and Assistant General Manager. The work schedule varies and may include all shifts, holidays, and weekends. The role involves extended periods of standing and walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, and crouching.

Requirements

1 to 3 years of related hospitality or customer service experience.
Intermediate knowledge of hotel operations, property management systems, and basic front office financial controls.
Strong communication and interpersonal skills for guest relations and leading a diverse team.

Nice To Haves

Associate’s or Bachelor’s degree in hospitality, business, or a related field.
Prior supervisory experience.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure performance aligns with brand or hotel standards and HHM core values.
Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
Model effective service techniques and support the development of others and personal and industry development.
Follow safe work practices, use protective safety equipment, and comply with MSDS and OSHA standards.
Investigate and resolve guest complaints and concerns by determining effective solutions.
Monitor guest satisfaction scores and work to improve departmental and overall guest satisfaction.
Interact with guests through lobby ambassador and other activities to build relationships and encourage repeat stays.
Greet arriving guests, register them, assign rooms, and maintain cleanliness and appearance of the hotel entrance, reception, and public areas.
Monitor and maintain front office systems and equipment for optimum performance.
Perform front office bookkeeping, including balancing accounts, conducting audits, handling cash, making change, and processing collections.
Close guest accounts at checkout and negotiate solutions to dissatisfaction, including authorizing revenue allowances when appropriate.
Make and confirm reservations and promote company and brand-specific marketing programs.
Develop specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
Perform other duties as requested by management.