Front Desk Operations Manager

4 days ago


Shamokin Dam, Pennsylvania, 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 supervising front desk operations and ensuring that our guests receive exceptional service.

Key Responsibilities
  • Supervise front desk staff and ensure that they are performing in accordance with established brand standards and HHM core values.
  • Resolve guest complaints and concerns in a timely and professional manner.
  • Be aware of guest satisfaction scores and work towards increasing departmental and overall guest satisfaction.
  • Participate in lobby ambassador activities and interact with guests on an individual level 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 and register them in a friendly and efficient manner.
  • Compute bills, collect payments, and handle cash and make change for guests.
  • Close out guest accounts at time of check out and negotiate 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 to 3 years of related experience.
  • Ability to work a varied schedule, including nights, weekends, and holidays.
  • Ability to lift up to 25 pounds and stand for extended periods.
About Us

HHM Hotels is an equal-opportunity employer and is committed to providing a work environment that is free from discrimination and harassment. We are proud to be a part of the Hersha Hospitality Management team and look forward to welcoming you to our team.



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