Front Desk Supervisor

4 days ago

Boston, Massachusetts, United States The Envoy Hotel Full time
Job Summary

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at The Envoy Hotel. As a key member of our front office team, you will be responsible for providing exceptional guest service, ensuring seamless check-in and check-out processes, and maintaining a high level of customer satisfaction.

Key Responsibilities
  • Supervise front desk operations, ensuring compliance with established guest service, quality, and sustainability standards.
  • Interview, select, train, schedule, coach, and support associates to ensure they perform in accordance with brand or hotel standards and core values.
  • Resolve guest complaints and concerns by conducting thorough research and determining effective solutions.
  • Be aware of guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
  • Participate in lobby ambassador activities to create a relationship and culture that results in repeat stays.
  • Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
  • Perform bookkeeping activities, including balancing accounts and conducting audits.
  • Make and confirm reservations, promote Hersha Hospitality and brand-specific marketing programs, and greet guests upon arrival.
  • Compute bills, collect payments, handle cash, and make change for guests.
  • Close out guest accounts at time of check-out and negotiate compromise in the event of dissatisfaction.
  • Ensure hotel entrance, reception, and public areas are properly maintained in regards to 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.
Requirements
  • Associate's or Bachelor's degree preferred.
  • 1 to 3 years of related experience.
  • Ability to work a varied schedule, including all shifts, holidays, and weekends.
  • Physical stamina to stand for extended periods, walk, push, lift up to 25 pounds, bend, reach, stoop, kneel, or crouch.
About Us

The Envoy Hotel is a part of the Echelon Luxury & Lifestyle division of HHM Hotels. We are proud to be an equal-opportunity employer and do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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