Front Desk Supervisor

Hay Creek Hotels is seeking a passionate and training-focused Front Desk Supervisor to join our opening team at the new Brookmere Hotel and Spa. The right candidate will be a hands-on leader, working front desk shifts and interacting with guests directly at the front desk. The ideal candidate must be willing and able to participate in daily duties to better the overall success of the team and the ultimate satisfaction of the guests.

Job Summary:

• Assist in the supervision of all front desk agents, night auditors, and guest service associates, including recruitment, interviewing, hiring, training, scheduling, evaluating, coaching, disciplining, and motivating of staff. Consistently practice, lead, and train associates on all procedures and service standards.
• Have working knowledge of hotel property management system (Room Master). Troubleshoot PMS issues as needed. Ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS reports daily.
• Perform daily front desk agent duties including; communicate room availability, book and review guest reservations, operating multi-line phone system, check in/out, issuance of guest keys, verifying payment, and coordinating bell services.

• Lead staff by professionally handling any guest issues or concerns, problem-solving, and follow up with all guest complaints, maintenance issues, and safety concerns.
• Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees. Working knowledge of all rates, packages, and booking restrictions.
• Supervise all cash and accounting practices performed at the front desk.
• Work closely with Rooms director on forecast and yield management.
• Work closely with the Housekeeping Supervisor on all in-house room requests, issues, and room status.
• Ability to communicate with managers and staff in a positive, efficient, and friendly manner.
• Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.
Willingness to work weekends, holidays, and/or flexible hours based on hotel needs.

Experience and Skills:

• Recent 2 years Hotel Front Office experience required
• Strong, natural customer service skills
• Experience in Property Management software (Room Master a plus)
• Excellent verbal and written communication skills.
• Comfortable with leadership and managing a team with motivation, accountability, and regular follow-up
• Ability to establish a strong service culture and maintain high customer service standards
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality
• May be subject to successful completion of background check.

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package including company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness plans*
• Free Life Insurance of $25K from HCH*
• Tax-free Flex Spending Accounts for Medical Costs and Daycare Costs*
• Competitive Paid Time Off including Vacation, Sick, Holiday Pay, and Personal Birthday*
• Complimentary Staff Meals Daily
• Weekly payroll schedule
• Competitive Wages with Cost of Living Adjustments and Annual Performance/Wage Reviews
• Lodging Discounts at any HCH Property (Employee forty-nine per night, Friends & Family eighty nine per night)
• Dining Discounts at any HCH Property (50% off food for employee and guests)
• Hospitality Discounts from our partners at the New England Inn & Resort Association and Historic Hotels of America
• Industry Travel Discounts through Working Advantage (rental cars, event tickets, local activities, etc.)
• Supportive Culture that is fun and motivating, with open-door policy work environment
• Free Parking

(*for eligible associates classified as benefits eligible)

From: Hay Creek Hotels