Front Desk Supervisor - Boston Harbor Hotel

About Us:At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.   Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.   Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.   Check out this video for more information on our great company!Location Description:The Boston Harbor Hotel is Boston’s premier waterfront hotel, where luxury service is personal. We offer a competitive and comprehensive compensation and benefits package, as well as growth opportunity. All candidates must display superior service orientation, be willing to learn and work as part of our team.  Due to the nature of our business, schedule flexibility is required for all positions.Overview:

BOSTON HARBOR HOTEL

POSITION DESCRIPTION

 

Position Title:	Front Desk Supervisor	Department:	Front Office
Reports to:	Director of Front Office Operations	FLSA Designation:	NON-EXEMPT

 

JOB SUMMARY

The Front Desk Agent will greet and register guests, provide prompt and courteous service, and close out guest accounts upon completion of their stay, maintaining Five Star Service Standards.

CANDIDATE PROFILE

Education:

Bachelor’s degree, preferably specializing in Hospitality, Business Administration, and or related major or equivalent experience is preferred.

 

Experience:

Must have at least one (1) or more years of related guest experience, with experience in Hospitality preferred.

 

KEY RESPONSIBILTIES:

The primary responsibilities for the Front Desk Agent include but are not limited to:

 

• Greet customers immediately with a friendly and sincere welcome.
• Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
• Complete the registration process by inputting and retrieving information with routine efficiency from a computer system, confirming pertinent information including number of guests and room rate.
• Promptly answer the telephone using positive and clear communication.
• Input messages into the computer and update Guest profiles.
• Retrieve messages and communicate the content to the guest.
• Retrieve mail, small packages and facsimiles for customers as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results.
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
• Take ownership of guest challenges and follow through to ensure guest satisfaction. Remain calm and alert especially during emergency situations and heavy hotel activity.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Complete all other assignments, duties and tasks as assigned by the Front Desk Manager.
• Be able to make on the spot decisions that a Manager would normally take control of while they are absent.
• Any decisions that are made with regards to guest issues when there is no Manager present. Then follow-up with the Manager that is at the desk as to the decisions that were made in their absence. 
• Can control the inventory for all arrivals day of so that we are constantly balanced and taking advantage of what we have available.
• Look at and manage the Out Of Order & Out Of Service Rooms so that we are controlling them correctly.
• Interact with other departments in the hotel as it pertains to the daily workings of the Front Office. Should other departments communicate with us that do not pertain to the Front Office then take down an accurate message.  Communicate this to the Manager upon their return so they can follow-up as needed.

 

JOB QUALIFICATIONS

In addition to performance of key responsibilities, this position may be required to possess a combination of the following skills and experiences:

• Experience in property management software, such as OPERA, is preferred.
• Strong organizational and analytical skills, along with demonstrated ability to multi-task and prioritize in a fast-paced work environment.
• Demonstrated ability to work cohesively with a team.
• Ability to exercise sound logic and judgment in evaluating situations and utilizing appropriate resources.
• Must be self-directed, motivated and demonstrate exceptional customer service and interpersonal skills.
• Ability to communicate effectively in the English language, both verbally and in writing. A second language is desirable.
• Must have experience in all Microsoft Office suite products.

 

The Boston Harbor Hotel is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.