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Front Desk Operations Supervisor

2 months ago

Washington, Washington, D.C., United States Hilton Garden Inn Washington DC Downtown Full time

Job Summary:

The Front Desk Supervisor is responsible for overseeing front desk operations in accordance with established guest service, quality, and sustainability standards. This role requires strong leadership and communication skills to supervise front desk staff, ensure excellent guest service, and maintain a clean and welcoming environment.

Key Responsibilities:

  • Supervise front desk staff, including interviewing, selecting, training, scheduling, coaching, and supporting associates.
  • Resolve guest complaints and concerns by conducting thorough research and determining effective solutions.
  • Monitor guest satisfaction scores and work to increase 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, such as balancing accounts and conducting audits.
  • Make and confirm reservations.
  • Promote Hersha Hospitality and brand-specific marketing programs.
  • Greet guests immediately upon arrival, register, and assign guests to hotel rooms.
  • Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate.
  • Compute bills, collect payments, handle cash, and make change for guests.
  • Closing out guest accounts at time of check out, and in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
  • Ensure hotel entrance, reception, and other 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.

Work Environment and Context:

  • Work schedule varies and may include working on all shifts, holidays, and weekends.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching.

About Us:

HHM Hotels is proud to be an equal-opportunity employer. We 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.