Front Office Supervisor

Hersha Hospitality Management LP•Washington, DC

7d•Onsite

About The Position

As the Front Office Supervisor, you will lead the operations of our front desk, guest services, and lobby experiences. This role steps beyond standard front desk tasks, trusting you with elevated responsibilities that include driving guest satisfaction, managing daily front office logistics, mentoring team members, and ensuring our property shines as a premier destination in the heart of our vibrant local community.

Requirements

1 to 3 years of related hospitality or customer service experience required, with prior supervisory experience preferred.
Intermediate knowledge of overall hotel operations, property management systems, and basic front office financial controls.
Strong communication and interpersonal skills to handle guest relations effectively and lead a diverse team.

Nice To Haves

Associate’s or Bachelor’s degree in hospitality, business, or a related field is preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
Accept leadership responsibilities by modeling proper service techniques, effective development of others, and commitment to industry and personal development.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
Participate in lobby ambassador and other activities related to interacting with guests on an individual level, creating a relationship and culture that results in repeat stays.
Greet guests immediately upon arrival, register and assign guests to hotel rooms, and ensure the hotel entrance, reception, and other public areas are properly maintained in regards to cleanliness and appearance.
Monitor and maintain the front office systems and equipment to ensure optimum performance.
Perform front office bookkeeping activities, including balancing accounts, conducting audits, handling cash, making change, and processing collections.
Close out guest accounts at check-out, and in the event of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
Make and confirm reservations while actively promoting company and brand-specific marketing programs.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Perform other duties as requested by management.