Front Desk Supervisor
2 weeks ago
At Embassy Suites Boston Marlborough, we prioritize our employees' well-being and growth. Our company culture emphasizes diversity, development, and inclusivity, providing a supportive work environment that fosters success. We offer comprehensive benefits, including health insurance, retirement plans, and paid time off, as well as unique perks like on-site wellness programs and employee discounts. Our commitment to employee development is reflected in our ongoing training and development opportunities, helping our team members build the skills and knowledge needed to advance their careers.
Location DescriptionOur hotel boasts 230 rooms, 3,500 sq ft of event space, a restaurant, and a bar. We're looking for talented individuals who share our passion for service and are dedicated to delivering exceptional guest experiences. As a Front Desk Agent, you'll be part of a dynamic team that values personal development, people, and teamwork.
Job SummaryWe're seeking a skilled Front Desk Agent to join our team at Embassy Suites Boston Marlborough. As a key member of our front office team, you'll be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts. You'll also be responsible for handling cash, making change, and balancing an assigned house bank. If you're a team player with excellent communication skills and a passion for delivering exceptional customer service, we encourage you to apply.
Key Responsibilities- Greet customers immediately with a friendly and sincere welcome, using positive and clear English communication.
- Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent details, and promoting hotel marketing programs.
- Verify and imprint credit cards for authorization, handle cash, make change, and balance an assigned house bank.
- Promptly answer the telephone, input messages into the computer, and retrieve messages and communicate the content to the guest.
- Close guest accounts at time of check-out, ascertain satisfaction, and negotiate compromise in the event of dissatisfaction.
- Remain calm and alert, especially during emergency situations and heavy hotel activity, and resolve complications such as location changes or credit issues.
- Field guest complaints, conducting thorough research to develop effective solutions and negotiate results.
To be successful in this role, you'll need:
- Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Ability to stand and move throughout the front office and continuously perform essential job functions.
- Ability to read, listen, and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
We're looking for candidates with:
- High school diploma preferred.
- Prior hospitality experience preferred.
- A neat, clean, and well-groomed appearance.
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