Front Desk Supervisor - Part Time - HOTEL HARTNESS - Hotel Hartness / Patterson Restaurant & Bar

Job Description

• WEEKLY PAY - FREE ONSITE PARKING - FREE MEALS**
  
  

The Hotel Hartness is actively seeking to hire an efficient, detailed, and self-motivated Part Time Front Office Supervisor to join our Front Office Management Team.

Position: Front Office Supervisor (Part-time: 16 hours per week)

Department: Front Office Reports to: Front Office Manager

Purpose: To oversee all Front Office operations and staff in collaboration with the Front Office Manager.

The role aims to optimize profitability, manage costs, and ensure that quality standards are met while delivering 100% guest satisfaction. A core principle of Hay Creek Managements guest service approach is the Host Philosophy. This encourages each associate to develop skills that extend beyond their primary responsibilities to deliver exceptional hospitality. The ability of our Host Associates to seamlessly multitask fosters a sense of security and confidence in guests, ensuring their service expectations are exceeded.

Key Responsibilities

• Independently manage Front Desk personnel, including guest relations specialists and bell staff. Responsibilities include training, daily stand-ups, mentoring, coaching, motivating, and applying progressive discipline as needed.
• Lead staff in implementing all service culture programs, procedures, and standards.
• Manage Front Office staff, including training, scheduling, performance evaluations, counseling, and motivation for new hires.
• Develop, maintain, and ensure adherence to operational procedures and standards.
• Oversee night audit duties, when necessary.
• Assist with department scheduling and lead meetings to refresh hotel standards.
• Attend weekly managerial meetings, if scheduled.
• Provide cross-functional support by stepping into roles of guest service agent or bell staff when required.
• Ensure proficiency with the hotels property management system (Room Master).
• Review reservation transactions and sales reports daily.
• Lead by example in managing guest complaints, problem resolution, and follow-up actions on guest feedback, maintenance, and safety concerns.
• Coordinate with housekeeping or maintenance to address guest-reported issues.
• Train all staff in emergency and safety procedures to ensure guest and staff safety.
• Provide effective telephone services and operate multi-line phone systems.
• Greet and interact with guests in a professional, respectful, and hospitable manner.
• Ensure a strong knowledge of room rates, packages, booking restrictions, and parking options. Assist with luggage and other guest needs.
• Maintain familiarity with hotel retail offerings, sales procedures, and inventory management.
• Address lost and found inquiries following proper protocols.
• Safeguard managerial and room keys, along with handling department banks securely.
• Stay informed about daily events at Hotel Hartness and local area attractions to assist guests with recommendations.
• Demonstrate flexibility by taking on roles outside the job description when needed to support exceptional service delivery. Additional Responsibilities:
• Comply with all Hotel Hartness policies regarding attendance, dress code, and appearance for both self and associates.
• Availability for weekends, holiday, and flexible shifts.
• Adhere to all safety and security protocols, including emergency evacuation procedures, accident reporting, and compliance with various health and safety regulations.
  
  

Physical Requirements

• Ability to stand or remain stationary for extended periods (up to 8 hours).
• Ability to lift and move up to 50 lbs occasionally.
• Ability to navigate the property, including walking, climbing stairs, and bending regularly.
• Proficiency in manual dexterity and repetitive tasks.
• Ability to monitor hotel grounds and identify service needs.
  
  

Technology And Equipment

• Proficient in Microsoft Office (Outlook, Word, Excel).
• Familiarity with Property Management Systems (e.g., Room Master) and Point of Sale systems.
• Skilled in multi-line phone systems, CB radios, and credit card processing.
  
  

Working Environment

• Hotel environment with 73 guest rooms, 2 F&B outlets, a spa, and 16,000 sq. ft. of event space.
• A mix of office-based and on-site duties in various hotel areas, including exposure to extreme weather and hazardous chemicals.
  
  

Note: This job description is not exhaustive and may evolve based on guest needs or hotel requirements. Employees may be asked to perform duties outside of those listed above and should refer requests to the appropriate department manager when necessary. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.

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*
• Wellcard membership (up to 60% discounts on prescriptions, gym memberships, and more).*
• 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)
• Spas, Golf Course, and Activities Discounts at any HCH Property
• 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
• Employee Recognition Program through 'Delight Dollars' appreciation and prizes
• Employee Assistance Program including 24/7 confidential support and KOFE financial education
• Accelerated Career Advancement of professional enrichment, company-sponsored conferences & classes, and our formal Professional Development Program for new managers in training.
• Free Parking
  
  

(*for eligible associates classified as benefits eligible)

About Hay Creek Hotels

Founded in 2005, Hay Creek Hotels was created specifically to combine the intimacy of a boutique hotel with world-class cuisine, cutting-edge technology, unparalleled guest service and the exclusive amenities of a luxury inn. At Hay Creek Hotels, our passion is to pioneer superior service and inspire excitement within the small, independent hotel sector: to "Delight & Surprise" our guests every day. These values are driven by the idea that the best hotels and restaurants are the ones that draw on the spirit, culture and character of their locales. From meticulously renovated historic properties to exciting new-build hotels, we offer some of the most unique and interesting lodging and dining destinations in the United States. Our hotels and resorts are designed to reflect their respective neighborhoods and serve as good neighbors by participating in community events and causes. Through environmentally responsible design and day-to-day management, we adhere to best practices for sustainable operations at every location.

Bringing a hyper-local focus to the hotel dining experience, the restaurants in the Hay Creek Hotels collection form deep connections with respected local farms and providers. Our chefs seamlessly integrate their regions finest meats, seafood and produce with contemporary cooking styles and flavors. Each Hay Creek restaurant is distinguished by sophisticated yet casual ambiance and cuisine that delivers both comfort and surprise with each bite. We are not the average box hotel, and this is not the average dining experience. Dishes are created each night with the perfect balance of texture, flavor, and presentation. Farm-to-table food brings sensational seasonal menus with creative twists on old classics.

Our Core Values and Beliefs;

We promote and support a culture that Delights & Surprises each of our customers, associates, and business partners. Our Host Philosophy encourages each associate to develop the skills necessary to offer outstanding hospitality service outside the scope of their primary job responsibilities. Our Associate Promise is the commitment to truly listen to and communicate openly and honestly with all team members. We embrace Pride Of Ownership to create an, I can, I am, I own, empowered approach to everything we do. Partnering in our Local Community and respecting the environment we live in are beliefs we incorporate into daily operations.

To learn more, visit us at www.HayCreekHotels.com

We are an E-Verify Employer;

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS at 888-897-7781.

Required Experience

Required Experience:

• High School diploma or equivalent.
• Must be very skilled with technology and a quick learner. Working knowledge of a Property Management System preferred.
• 1 year of supervisory and customer service experience required, luxury hotel environment highly preferred.
• Ability to work in a constructive, team working environment with a positive, upbeat and customer-focused attitude.
• Proven success in handling guest complaints.
• Ability to operate smoothly and professionally under high stress situations.
• Flexibility to work nights or mornings, weekends, holidays, and busy seasonal days (i.e. town festivals).
• Successful completion of background check and/or DMV check.
  
  

Keyword: Lead Line Cook