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Hersha Hospitality Management LP Front Desk Supervisor in Boston, Massachusetts

Opportunity: Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Potential Career Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Essential Job Functions

  • 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.

Position Requirements

  • Associate’s or Bachelor’s degree preferred.

  • 1 to 3 years of related experience.

Work Environment and Context

  • Work schedule varies and may include working on all shifts, holidays and weekends.

  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

ID: 2019-20901

UltiPro Location Description: 107 Merrimac Street Boston Massachusetts 02114 US

External Company Name: Hersha Hospitality Management, LP

External Company URL: www.hershahotels.com

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