Front Desk Supervisor

Boston, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Part-time

Temporary

Hourly

Internship

Consulting

Compensation

Type:

Hourly

Rate:

Range $30.00 - $35.00

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

flexible scheduling

Professional development opportunities

Job Description

The hiring establishment is a hotel operating in the hospitality industry, dedicated to providing exceptional service and a welcoming atmosphere to its guests. This hotel functions 24 hours a day, 7 days a week, emphasizing the importance of delivering consistent, high-quality customer service at all times. It aims to create an environment where guests feel valued, comfortable, and fully supported through every stage of their stay, from check-in to departure. The hotel's commitment to operational excellence and customer satisfaction is reflected in its thorough training and adherence to brand standards, ensuring every team member contributes to an outstanding guest experience.Show More

Job Requirements

High school diploma or equivalent
Two years combined prior front desk and supervisor experience
Ability to effectively deal with internal and external customers
Ability to defuse anger, collect accurate information and help resolve conflicts
Considerable skill in the use of a calculator for mathematical calculations
Ability to read, listen and communicate effectively in English both verbally and in writing
Ability to access and accurately input information using a moderately complex computer system
Hearing and visual ability to observe and detect signs of emergency situations
Ability to stand and move throughout front office continuously during shift
Ability to lift up to 25 pounds
Ability to work a fully flexible schedule including weekends, holidays and overnight shifts

Job Qualifications

Graduation from high school or equivalent preferred
Two years combined prior front desk and supervisor experience
Effective verbal and written communication skills
Strong interpersonal skills to deal with customers and staff with patience and diplomacy
Proficiency in computer systems relevant to front office operations
Ability to handle money accurately and perform basic arithmetic
Knowledge of safety and emergency procedures
Ability to train and motivate staff
Strong organizational and time management skills
Ability to work in a fast-paced environment
Ability to maintain calm and professionalism under pressure

Job Duties

Communicate effectively both verbally and in writing to provide clear direction to staff
Assign and instruct Front Desk Agents and Doorperson in details of work
Observe performance and encourage improvement
Greet guests immediately with a friendly and sincere welcome
Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates
Make appropriate selection of rooms based on guest needs
Code electronic keys
Nonverbally confirm room number and rate
Provide welcome folders containing room keys, certificates, and coupons as appropriate
Close out guest accounts at time of check out
Negotiate compromises in event of dissatisfaction, including authorizing revenue allowances
Verify and imprint credit cards for authorization using electronic acceptance methods
Handle cash, make changes and balance assigned house bank
Accept and record vouchers, travelers checks, and other forms of payment
Perform accurate, moderately complex arithmetic functions using a calculator
Post charges to guest rooms and house accounts using the computer
Promptly answer telephone using a positive and clear English language
Input messages into the computer
Retrieve messages and communicate content to guest
Retrieve mail, small packages and facsimiles for customers as requested
Remain calm and alert during emergency situations and/or heavy hotel activity, serving as role model for clerks and team members
Resolve customer complications and complaints by conducting thorough research and deciding most effective solutions
Authorize revenue allowances to remedy problems after other alternatives offered
Maintain adequate inventory of supplies
Prepare purchase orders timely to ensure proper par levels
Manage third party internet billing and arrivals
Prepare group arrivals
Prepare pre-arrival packets as required
Anticipate flow of arrivals to ensure smooth check in/out
Train new agents in daily duties including cash handling procedures and use of CRM Toolbox
Ensure compliance with all brand standards
Coordinate and track successful completion of PMS system training
Monitor and track time and attendance of associates
Reinforce attendance policy with staff
Recommend progressive discipline for non-compliance
Take actions to ensure high associate satisfaction scores
Work with supervisory and management staff to ensure consistent quality work environment
Be familiar and able to perform duties on all shifts including Night Audit and PBX
Turn in all lost and found items and guest room keys
Adhere to all company policies and procedures
Follow safety and security procedures and rules
Know department fire prevention and emergency procedures
Utilize protective equipment
Report unsafe conditions, accidents, injuries, near-misses, property damage or loss to management
Provide for a safe work environment by following all safety and security procedures and rules
Maintain neat, clean and well-groomed appearance
Assist other front desk personnel when needed
Perform any related duties as requested by management

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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