Front Desk Supervisor

About the role

The Envoy Hotel, Autograph Collection, a 136-room AAA Four-Diamond hotel in Boston's Innovation District, is hiring a Front Desk Supervisor. The role supervises front desk operations according to guest service, quality and sustainability standards, with a growth path to Assistant Front Office Manager, Front Office Manager and Assistant General Manager.

Key responsibilities

• Interview, select, train, schedule, coach and support associates so they meet brand and hotel standards
• Resolve guest complaints and complaints by researching the situation and proposing effective solutions
• Monitor guest satisfaction scores and work to raise departmental and overall satisfaction
• Take part in lobby ambassador and other guest-facing activities
• Oversee front office operations when the Front Office Manager or Assistant General Manager is absent
• Perform bookkeeping tasks such as balancing accounts and conducting audits, and make and confirm reservations
• Promote company and brand marketing programs
• Greet guests on arrival, register and assign them to rooms, provide welcome folders, compute bills, collect payments, handle cash and close out accounts at checkout
• Negotiate compromises with dissatisfied guests, including authorizing revenue allowances, and create action plans to fix service gaps
• Keep entrances, reception and public areas clean and tidy, follow the EarthView sustainability program, and follow OSHA and MSDS safety standards

Required profile

• Associate's or Bachelor's degree preferred
• 1 to 3 years of related experience
• Shift work, including holidays and weekends; requires standing, walking and lifting up to 25 pounds