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Front Desk Supervisor

Posted August 12, 2022

Residence Inn Mystic Groton
Mystic, CT
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About This Job

Overview

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

About Us

HHM is proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

Residence Inn Mystic Groton

40 Whitehall Avenue
Mystic, CT 06355

(860) 536-5150

133 Room Extended Stay

www.marriott.com

Our Hotel

Located in the heart of Mystic Country near the Mystic Aquarium, Mystic Seaport and Olde Mistick Village Shops, the Residence Inn Mystic Groton offers great amenities and first-class service for business and leisure travel. Our all-suites hotel is just a short distance from Foxwoods and Mohegan Sun Casinos and midway between TF Green & Bradley Int'l Airports. At our Mystic, CT hotel, guests enjoy spacious studios, one- and two-bedroom suites that are 50% larger than traditional hotel rooms. Our suites offer separate living, eating and sleeping areas, high-speed Internet, flat screen TV's and fully equipped kitchens. Guests can enjoy a daily complimentary hot breakfast buffet and a nightly social hour (Mon.-Wed.), on-site exercise room and indoor swimming pool. They'll have access to many dining options with downtown Mystic just a mile away. Whether traveling for business or leisure this is a home away from home.