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Front Desk Supervisor

posted October 3, 2019

Candlewood Suites New York City- Times Square
New York, NY
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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

Candlewood Suites New York City- Times Square

339 West 39th Street
New York, NY 10018

(212) 967-2254

188 Room All Suite

www.ihg.com

Our Hotel

Our NYC hotel is convenient to the major businesses in Times Square and the attractions of New York City. If you are traveling to "the Big Apple" for just an overnight stay or for a long stay, our NYC hotel's Studio suites with full Kitchen facilities will make any trip a smashing success.

Our Times Square address places us within walking distance of the Jacob Javitz Convention Center, Madison Square Garden, Penn Station, Port Authority, Hudson yard, Ernst & Young, New York Times Building and Amazon among others. Our All Suite hotel offers a comfortable work space and free high-speed internet access.

Leisure guests know that our hotel in NYC's Times Square is centrally located so it is easy to visit the best of the city; the electricity of Times Square, the majesty of the Empire State Building and the excitement of Broadway Theater are at our doorstep. All modes of transportation, from trains, buses and subways are nearby.

Our extended stay Midtown Manhattan hotel offers a free 24-hour fitness center. We are a 100% non-smoking hotel. There is the Candlewood Cupboard, located in the main lobby, for food and sundries. We also offer free laundry facilities.