Front Desk Supervisor

About This Role

Supervise front desk operations to ensure high guest service, quality, and sustainability standards while resolving guest complaints and supporting associates. This role contributes to guest satisfaction and hotel operational excellence.

Responsibilities

• Interview, select, train, schedule, coach, and support associates to ensure performance consistent with brand standards and core values.
• Resolve guest complaints and concerns through thorough research and effective solutions.
• Monitor guest satisfaction scores and work to increase departmental and overall guest satisfaction.
• Participate in activities to interact with guests individually, fostering relationships for repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities, including 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 to hotel rooms.
• Provide welcome folders with room keys, certificates, coupons, and refreshment center keys.
• Compute bills, collect payments, and handle cash transactions.
• Close out guest accounts at check-out, negotiating allowances in cases of dissatisfaction.
• Create specific, measurable, achievable, realistic, and timely action plans to address guest service deficiencies.
• Ensure hotel entrance, reception, and other public areas are properly maintained for 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

• 1 to 3 years of related experience

Qualifications

• Associate's or Bachelor's degree preferred
• 1 to 3 years of related experience

Nice to Have

• Associate's or Bachelor's degree
• 1+ years of OnQ experience

Skills

* Required skills