Guest Relations Supervisor

Hersha Hospitality Management LP•Boston, MA

About The Position

The Guest Relations Supervisor is responsible for overseeing the Valet parking, Door, concierge, and front desk operations to deliver exceptional guest experiences. This role ensures seamless coordination between these guest-facing departments to provide a warm welcome, efficient service, and memorable stay for all visitors.

Requirements

Must have at least one (1) or more years of related guest experience, with experience in Hospitality preferred.
Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
Demonstrated ability to work cohesively with a team.
Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
Ability to communicate effectively in the English language, both verbally and in writing.
Must have experience in all Microsoft Office suite products.

Nice To Haves

Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.
Experience in property management software, such as OPERA, is preferred.
A second language is desirable.

Responsibilities

Parking Operations Supervise valet parking staff and ensure smooth vehicle handling processes.
Monitor parking lot capacity and implement strategies for efficient space utilization.
Oversee parking fee collection and reconciliation processes.
Concierge Services Supervise the concierge team in providing personalized assistance to guests .
Ensure prompt and courteous responses to guest inquiries and requests.
Coordinate with local vendors for tours, transportation, dining reservations, etc.
Maintain up-to-date knowledge of local attractions, events, and activities.
Front Desk Support Assist the front desk team during peak hours or staff shortages.
Handle guest check-in/check-out processes as needed.
Respond to and resolve guest complaints or issues escalated from the front desk.
Collaborate with housekeeping for room allocation and readiness.
Work as a rooms coordinator to ensure rooms are blocked according to their preferences.
Team Management Ensure adherence to hotel and Forbes standards, policies, and procedures across teams.
Foster a culture of exceptional customer service and teamwork.
Administrative Duties Prepare operational reports and analyze key metrics (e.g., parking revenue, concierge utilization)
Implement process improvements to enhance efficiency and guest satisfaction.
Ensure compliance with safety, security, and regulatory requirements.