Front Desk Supervisor

Lynn, MA, USA|Onsite

Job Overview

Employment Type

Full-time

Hourly

Compensation

Hourly

Exact $26.00

Work Schedule

Rotating Shifts

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

Potential for advancement

Job Description

Our esteemed hospitality group is renowned for its commitment to exceptional guest experiences, sustainable practices, and fostering a work environment where employees can thrive and grow. We operate a collection of distinguished hotels and resorts that emphasize quality service, operational excellence, and a strong connection with our guests. Founded on principles that prioritize people, passion, and performance, our organization continuously strives to uphold the values of integrity, respect, and innovation in every aspect of its operations. Our hotels are known not only for their inviting accommodations and superior amenities but also for their environmentally conscious initiatives, including the EarthView program which promotes sustainability throughout the properties. The teams we build are driven by a shared belief in delivering outstanding hospitality and owning the guest experience from arrival to departure. We believe that our people are our greatest capability, and fostering hearts that serve and a culture of only excellence are what set us apart in the competitive hospitality industry.

The Front Desk Supervisor position offers a dynamic opportunity for a hospitality professional to be at the forefront of guest service delivery. Reporting to senior management, this role supervises the front desk operations ensuring they comply with established guest service protocols, quality benchmarks, and sustainability standards. As a critical point of contact for guests, the Front Desk Supervisor is responsible for leading a team to provide a warm and efficient welcome, managing reservations, handling guest complaints with empathy and resolution skills, and maintaining financial accuracy through bookkeeping and account balancing. This role is pivotal in promoting the hotel brand’s marketing programs and securing high guest satisfaction scores by creating a positive environment that encourages repeat visits.

The position is hourly, compensating $26.00 per hour, with a clear growth path from Assistant Front Office Manager to Front Office Manager and eventually Assistant General Manager. Those who thrive in this role are passionate about hospitality, thrive in a customer-centric environment, and possess strong leadership qualities to train, coach, and motivate associates to meet brand standards consistently. The role requires vigilance in maintaining the cleanliness and appearance of public hotel areas, adherence to safety regulations including OSHA standards, and active participation in the sustainability initiatives aligned with the hotel’s EarthView program.

This role demands flexibility with work schedules that may include varying shifts, holidays, and weekends, and the physical stamina to stand for extended periods, walk extensively, and perform tasks that may involve lifting up to 25 pounds and other physically engaging movements. This position serves not only as a leadership role but also as a hands-on ambassador to guests, creating meaningful interactions that cement loyalty and promote the hotel’s core values of capability, service, excellence, agility, and accountability. Joining our team means becoming part of a respected brand that values its people and offers a rewarding career path in the hospitality industry.

Job Requirements

Associate's or Bachelor's degree preferred
1 to 3 years of related experience
Ability to work flexible schedules including shifts holidays and weekends
Physical ability to stand for extended periods walk push lift up to 25 pounds bend reach stoop kneel or crouch
Strong leadership and interpersonal skills
Excellent guest service orientation
Knowledge of bookkeeping and front desk operations
Understanding of safety and sustainability standards
Effective communication skills
Ability to handle guest complaints and resolve conflicts

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 company 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 HHMs EarthView program
Practice safe work habits wear protective safety equipment and follow MSDS and OSHA standards
Perform other duties as requested by management