Front Office Supervisor

9 hours ago


Cambridge, Massachusetts, United States Colwen Hotels Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Supervisor to join our team at AC Hotel Cambridge, a Colwen Hotels Property. The successful candidate will be responsible for the day-to-day operations of the Front Office, ensuring that associates adhere to Colwen Hotels and brand standards, and consistently meet and exceed business and guest expectations.

Key Responsibilities
  • Assist in the management of the Front Office to ensure that associates meet and exceed business and guest expectations.
  • Interview and supervise front office associates to ensure they meet the required standards.
  • Process check-in and check-out, verify billing, create reservations, and process special requests.
  • Demonstrate knowledge of the hotel property and local attractions to assist guests as needed.
  • Establish and maintain open collaborative relationships with direct reports and management throughout the hotel.
  • Investigate and resolve guest complaints in a timely manner.
  • Ensure all associates adhere to credit and handling policies, analyze variances, and maintain a close watch on the daily house count.
  • Monitor budgets and payroll records, and review financial transactions to ensure appropriateness.
  • Conduct ongoing analysis of processes for continuous improvement and efficiency.
  • Coach and support the front office team to effectively manage occupancy, guest service, and controllable expenses.
  • Identify service issues and trends, and facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results.
  • Balance cost controls with exceptional guest service and associate satisfaction.
  • Maintain strict key controls and safety and security standards.
  • Ensure compliance with Colwen Hotels policies and procedures, and Federal and State Labor laws.
Requirements
  • Two-year college degree or equivalent hospitality experience.
  • Previous brand experience highly desirable.
  • Strong leadership skills and ability to lead by example.
  • Superior interpersonal and customer service skills.
  • Reliable with the ability to multi-task and work under pressure.
  • Excellent verbal and written communication skills.
  • Intermediate to advanced computer skills.
  • Familiar with common computer software programs.
  • Must be willing to work varied hours, including nights, weekends, and holidays.
Benefits and Perks
  • Medical insurance with company-funded HRA.
  • Dental insurance.
  • Vision insurance.
  • Flexible spending accounts.
  • Wide-array of supplemental insurance offerings.
  • Paid time off programs.
  • Employee assistance program.
  • 401K plan with employer match.
  • Hotel discount travel program for associates and family.
  • Exclusive associate discounts - travel, entertainment, and retail.
  • Training and development programs.
  • Career advancement opportunities.


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