Front Desk Supervisor

Location: Residence Inn by Marriott – Boston Downtown/Seaport, 370 Congress Street, Boston, MA

About the role

As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, and all necessary supporting bills and vouchers are attached for direct settlements.

Responsibilities

• Supervise Front Desk Operations: Oversee daily operations to ensure an optimal level of service and hospitality is provided to guests.
• Team Leadership: Train, direct, and support the front desk team, ensuring adherence to standard operating procedures and quality service.
• Room Allocation: Assign rooms to expected arrivals, considering guests' preferences and special requests.
• Sales Techniques: Utilize creative selling techniques to increase room occupancy and revenue.
• Guest Relations: Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
• Issue Resolution: Resolve customer issues and complaints efficiently to maintain high levels of customer satisfaction.
• Interdepartmental Liaison: Build strong relationships with other departments, particularly housekeeping and reservations.
• Cash Management: Control cash transactions at the front desk and maintain responsibility for your personal bank as per hotel policy.
• Billing Accuracy: Ensure all billing instructions are correctly updated and cross-checked.
• Telephone Operations: Operate telephone equipment, assist with incoming and outgoing calls, set wake-up calls, enable DND (Do Not Disturb), and page in-house guests.
• Perform other duties as assigned by management.

Requirements

• Minimum 2 to 3 years' work experience as a Front Desk Supervisor
• Experience motivating and leading a winning team
• FOSSE experience
• Hospitality Management degree/certification; Bachelor degree in a related field preferred
• Computer proficiency and experience in MS Office programs
• Excellent communication skills
• Ability to remain calm while under pressure

Schedule

Shifts: Days, Nights, Weekend availability
Time of shifts: 7:00 AM – 3:00 PM; mid shifts; 3:00 PM – 11:00 PM