Front Office Supervisor

Eligible for Quarterly Bonus Program!

True North Hotel Group, an award-winning management and development company, is seeking a Front Office Manager to join our team at our Hyatt Hotel in Marlborough, MA. This family-owned organization has a uniquely remarkable culture and is conveniently headquartered in Overland Park, Kansas.

What do we have to offer? Excellent healthcare benefits, work-life balance (paid time off, flexibility, family atmosphere), 401k with matching, great team members and more!

So, what is the role and requirements? Looking for an individual who has high interest in hospitality and guest satisfaction.

JOB SUMMARY:

Responsible for assisting in the supervision of the Front Office operations and personnel.

Promote an atmosphere that fosters friendly and efficient service for our guests.

Primary working hours are afternoon/evenings 3pm to 11pm. Occasional day shifts 7pm to 3pm or overnight shifts 11pm to 7am when coverage is needed.

QUALIFICATIONS:

• Minimum of two years front desk experience in a hotel property
• Previous supervisory experience preferred
• Previous food and beverage and/or bartending experience helpful
• Ability to work a varied schedule that may include evenings, nights, and weekends
• Exceptional customer service skills
• Strong computer skills
• Must be highly organized, results oriented
• Ability to work under pressure and handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly
• Must have excellent supervisory and interpersonal skills and the ability to get along with diverse personalities
• Strong leadership skills to manage and motivate the team
• Must possess a positive attitude and actively promote positivity in the workplace
• Good financial awareness
• Accountable and resilient
• Flexibility to respond to a range of different work situations

JOB RESPONSIBILITIES (Include but not limited to):

• Work front desk host shifts side by side with other hosts, leading by example and acting as the MOD during shifts.
• Learn all aspects of the host position to include all front desk and night audit procedures as well as cross training in food & beverage duties
• Utilize Guest Interaction Philosophy in Guest Service Training, to ensure employees
• Anticipate, acknowledge and respond to Guest's needs.
• Ensure Guest special requests are fulfilled and assist in resolving guest complaints.
• Be available to cover any host position in the event of call outs or short staffing situations unless alternative coverage is found.
• Work closely with the sales team regarding group bookings and participate in sales BEO meetings.
• Communicate with staff members using Quore communications system and ensuring that staff is properly trained on using Quore to post front desk logs, work order, lost and found tracking and other Quore functions.
• Responsible for training new front desk hosts in all hotel systems such as Opera, Reserve, Colleague Advantage and Simphony Micros POS.
• Be involved in the recruitment and hiring, coaching and training, praising and rewarding, disciplinary actions and counseling of front desk hosts.
• Educate department staff on emergency procedures, safety deposit boxes, SDS, safe work habits and Hyatt Place procedures.
• Manage guest ledger, guest charges, checklists and direct bill accounts.
• Assist with post-stay billing inquiries and resolving billing disputes.
• Review front desk host’s time punches, ensuring breaks are being taken and no unauthorized overtime is being accrued.
• Respond to guest’s feedback and reviews on social media platforms and Medallia GSS surveys. Analyze reviews and surveys, reviewing guest comments and ensuring that problems are identified and corrected in a timely manner.
• Monitor room availability, room blocking and assist in hotel’s yield management strategies with GM, DOS and AGM.
• Ensure effective cash/check/credit card, key control and front desk policies and procedures are followed.
• Work with GM and AGM to create and post the weekly staff schedule using most current occupancy forecasts and staffing guidelines.
• Collaborates with managers, supervisors and hourly associates to develop and carry out ideas and procedures in order to continuously improve department performance.
• Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with guests, vendors, co-workers and management.
• Ensures that the front host stand, gallery restaurant and bar are always clean and well maintained.
• Assist in other departments when needed.
• Carry out any reasonable request by management.
• Adhere to all work rules, procedures and policies established by the company, including, but not limited to, those contained in the company handbook

We look forward to hearing from you!

True North is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.