Front Office Supervisor

About the role

Larkspur Landing South San Francisco, an HHM Hotels property, is hiring a Front Office Supervisor. You will lead the front desk, guest services and lobby experiences, going beyond standard front desk tasks to drive guest satisfaction, manage daily front office logistics, mentor team members and help make the property a premier destination.

Key responsibilities

• Interview, select, train, schedule, coach and support associates so they meet brand and hotel standards and HHM core values.
• Oversee front office operations when the Front Office Manager or Assistant General Manager is absent.
• Resolve guest complaints and complaints by researching the situation thoroughly and proposing effective solutions.
• Monitor guest satisfaction scores and work to increase departmental and overall satisfaction.
• Take part in lobby ambassador and other guest-facing activities that build relationships and encourage repeat stays.
• Greet guests on arrival, register and assign them to rooms, and keep the entrance, reception and public areas clean and well presented.
• Maintain front office systems and equipment, and perform bookkeeping such as balancing accounts, auditing, handling cash, making change and processing collections.
• Close out guest accounts at checkout, negotiate compromises and authorize revenue allowances when needed.
• Make and confirm reservations while promoting company and brand marketing programs, and create action plans to fix guest service issues.

Required profile

• Associate's or Bachelor's degree in hospitality, business or a related field preferred.
• 1 to 3 years of hospitality or customer service experience; prior supervisory experience preferred.
• Intermediate knowledge of hotel operations, property management systems and basic front office financial controls.
• Strong communication and interpersonal skills for guest relations and leading a diverse team.

What we offer

• Pay of $27.70 per hour.
• Medical, dental and vision health insurance, paid time off, 401k company match and free basic life insurance.
• Travel discounts, commuter transit and parking benefits, quarterly bonuses and incentives.
• Employee assistance and wellness program, educational and professional development, technology reimbursements and a referral bonus program.

Schedule varies and may include all shifts, holidays and weekends; the role involves standing, walking, lifting up to 25 pounds and bending or reaching.