Job Overview
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career development programs
flexible schedule
Job Description
This opportunity is presented by Hersha Hospitality Management (HHM), a distinguished hotel management company recognized for its commitment to excellence, sustainability, and delivering exceptional guest experiences. HHM manages a portfolio of upscale hotels and resorts that are designed to offer superior accommodation alongside a seamless blend of local culture and luxury. The company is dedicated to maintaining high standards in guest services, quality, and operational sustainability, as exemplified by its EarthView program, which promotes environmentally friendly practices throughout its properties.
HHM is currently seeking a dedicated Supervisor for Front Desk Operations, a pivotal role within their guest services team. The Supervisor will oversee all front desk functions to ensure that every guest receives attentive, efficient, and personalized service from the moment they arrive until their departure. This position is essential for upholding the brand's reputation, enhancing guest satisfaction, and fostering an atmosphere that encourages repeat visits.
In this role, the Supervisor will lead front desk associates by providing guidance, training, and support, ensuring that staff performance aligns with the hotel’s standards and the company's core values encapsulated in the "People Are Our Capability," "Hearts That Serve," "Only Excellence," "Stay Nimble," and "Own It" philosophies. The Supervisor’s responsibilities extend to resolving guest complaints by investigating issues thoroughly and implementing effective solutions to maintain high satisfaction scores.
Moreover, the role involves active participation in guest engagement activities, such as the lobby ambassador program, to build strong, personal connections with visitors and promote loyalty. The Supervisor will also be responsible for operational tasks including managing reservations, performing bookkeeping duties like balancing accounts and conducting audits, and handling check-in/check-out procedures.
The position is designed for individuals seeking career advancement within HHM, offering a clear growth path from Assistant Front Office Manager to Front Office Manager and ultimately to Assistant General Manager. The work environment requires flexibility, including varied shifts, weekends, and holiday schedules, and involves physical activities such as standing for long periods, walking, lifting, and bending.
By embracing the company's sustainability guidelines and practicing safe work habits compliant with OSHA and MSDS standards, the Supervisor will contribute not only to operational excellence but also to the company's environmental mission. In summary, this role is ideal for dynamic leaders who are passionate about hospitality, eager to foster guest loyalty, and committed to operational integrity and sustainable practices.
HHM is currently seeking a dedicated Supervisor for Front Desk Operations, a pivotal role within their guest services team. The Supervisor will oversee all front desk functions to ensure that every guest receives attentive, efficient, and personalized service from the moment they arrive until their departure. This position is essential for upholding the brand's reputation, enhancing guest satisfaction, and fostering an atmosphere that encourages repeat visits.
In this role, the Supervisor will lead front desk associates by providing guidance, training, and support, ensuring that staff performance aligns with the hotel’s standards and the company's core values encapsulated in the "People Are Our Capability," "Hearts That Serve," "Only Excellence," "Stay Nimble," and "Own It" philosophies. The Supervisor’s responsibilities extend to resolving guest complaints by investigating issues thoroughly and implementing effective solutions to maintain high satisfaction scores.
Moreover, the role involves active participation in guest engagement activities, such as the lobby ambassador program, to build strong, personal connections with visitors and promote loyalty. The Supervisor will also be responsible for operational tasks including managing reservations, performing bookkeeping duties like balancing accounts and conducting audits, and handling check-in/check-out procedures.
The position is designed for individuals seeking career advancement within HHM, offering a clear growth path from Assistant Front Office Manager to Front Office Manager and ultimately to Assistant General Manager. The work environment requires flexibility, including varied shifts, weekends, and holiday schedules, and involves physical activities such as standing for long periods, walking, lifting, and bending.
By embracing the company's sustainability guidelines and practicing safe work habits compliant with OSHA and MSDS standards, the Supervisor will contribute not only to operational excellence but also to the company's environmental mission. In summary, this role is ideal for dynamic leaders who are passionate about hospitality, eager to foster guest loyalty, and committed to operational integrity and sustainable practices.
Job Requirements
- Associate’s or Bachelor’s degree preferred
- 1 to 3 years of related experience
- Ability to stand for extended periods
- Capability to walk push and lift up to 25 pounds
- Willingness to work varied shifts including holidays and weekends
Job Qualifications
- Associate’s or Bachelor’s degree preferred
- 1 to 3 years of related experience
Job Duties
- Interview select train schedule coach and support associates ensuring 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 of the situation and determining the most effective solutions
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
- Participate in lobby ambassador and other activities related to interacting with guests on an individual level thus creating a relationship and culture that will result 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 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
- Perform other duties as requested by management
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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