Front Desk Supervisor

2 days ago

New York, New York, United States Hampton Inn Full time
Job Summary

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Hampton Inn. 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 clean and welcoming environment for our guests.

Key Responsibilities
  • Supervise front desk operations, ensuring compliance with established guest service, quality, and sustainability standards.
  • Train, schedule, coach, and support associates to ensure they perform in accordance with established brand or hotel standards and consistent with HHM 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 and other activities related to interacting with guests on an individual level, creating 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.
  • Close out guest accounts at time of check-out, negotiating compromise in the event of dissatisfaction.
  • 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+ year of hotel front desk experience.
  • Familiarity with Hilton brand and/or OnQ PMS system highly preferred.
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.

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