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Front Desk Supervisor

posted June 3, 2019

Hampton Inn Philadelphia Center City / Convention Center
Philadelphia, PA
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724985 l

About This Job

Opportunity:  Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Potential Career Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Essential Job Functions

  • Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values. 
  • Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
  • Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
  • Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
  • Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager. 
  • Perform bookkeeping activities such as balancing accounts and conducting audits.
  • Make and confirm reservations.
  • Promote Hersha Hospitality and brand-specific marketing programs.
  • Greet guests immediately upon arrival; register and assign guests to hotel rooms.
  • Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
  • Compute bills, collect payments, handle cash, and make change for guests.
  • Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
  • Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance. 
  • Follow sustainability guidelines and practices related to HHM’s EarthView program.
  • Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
  • Perform other duties as requested by management.

Position Requirements

  • Associate’s or Bachelor’s degree preferred.
  • 1 to 3 years of related experience.

Work Environment and Context

  • Work schedule varies and may include working on all shifts, holidays and weekends.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

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About This Employer

Hampton Inn Philadelphia Center City / Convention Center

1301 Race Street
Philadelphia, PA 19107

(215) 665-9100

250 Room Hotel

hamptoninn3.hilton.com

At A Glance

Welcome to the Hampton Inn Philadelphia Center City-Convention Center hotel, newly renovated in April 2018. We are conveniently located across the street from the Pennsylvania Convention Center.

Our downtown location is within walking distance to the city's best restaurants, shopping and attractions.

We are known for our unbeatable value and convenience. Guests enjoy our complimentary hot breakfast buffet and free WiFi, and our expanded fitness center is sure to please even the most seasoned gym-goers. All of our well-appointed guest rooms include a microwave and mini-refrigerator for comfort and ease.

We offer dinner at our on-site restaurant, Pub 1301, open every evening to serve casual, American fare with a full bar service.

  • Adjacent to the Pennsylvania Convention Center in downtown Philadelphia
  • Within walking distance of Philadelphia Chinatown, Independence Hall, the Liberty Bell, museums, and major hospitals
  • 250 guest rooms and suites; accessible rooms available
  • 3,753 sq. ft. of flexible meeting and event space
  • On-site bar and lounge, Pub 1301