Front Office Supervisor

What we offer

Join Studio Allston Hotel, onsite in Boston's Allston neighborhood. This position features a USD 25 per hour wage and a culture that values attentive, courteous service from check-in through checkout while contributing to strong occupancy and revenue performance. Allston is a vibrant hub known for its universities, music venues and diverse dining, offering an energetic backdrop for a hospitality team focused on guest satisfaction.

As Front Office Supervisor, you will guide guest experiences with a focus on warmth, efficiency and professionalism, helping to maximize room revenue and occupancy while leading a collaborative front desk team. This role involves coordinating operations onsite and ensuring guests receive outstanding service throughout their stay.

Responsibilities

• Greet and welcome all guests at the Front Desk in accordance with Highgate Hotel standards.
• Ensure proper PBX console operation and adherence to hotel standards where applicable.
• Respond promptly to guest inquiries about hotel services, facilities and hours of operation.
• Log and deliver packages, mail and messages to guests and meeting rooms.
• Review the Front Office log and Trace File daily.
• Address guest questions about restaurants, transportation, entertainment and local attractions.
• Follow cash handling and credit policies.
• Maintain knowledge of rates, packages and promotions as listed in the Red Book.
• Be familiar with all in-house groups and aware of closed out or restricted dates.
• Obtain all necessary information when taking reservations and follow rate quoting guidelines.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner; use two-way radio etiquette at all times when communicating with colleagues.
• Operate all relevant aspects of the Front Desk computer system.
• Complete shift tasks on the shift checklist promptly and efficiently.
• Complete a bucket check, room rate verification report, and housekeeping report as part of daily duties.
• Balance and prepare shift-close paperwork according to hotel standards.
• Maintain and promote promotions and guest programs; keep the work area clean and organized.
• Assist guests with safe deposit boxes as needed.

Requirements

• College coursework in a related field is helpful.
• Experience in a hotel or related field is preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Customer service experience preferred.
• Flexible schedule with the potential for long hours.
• Light work with occasional lifting up to 20 pounds; standing for the duration of the shift.
• Warm, friendly demeanor at all times; ability to supervise Front Office team members.
• Effective verbal and written communication with guests and colleagues in a courteous, service-oriented manner.
• Strong listening skills to understand and clarify concerns from guests and staff.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Approach all interactions with guests and employees in a courteous, service-oriented manner.
• Attend required hotel meetings and trainings.
• Regular attendance in line with Highgate Hotel Standards; scheduling varies by hotel needs.
• Maintain high standards of personal appearance and grooming, including proper uniform and nametag.
• Comply with Highgate Hotel Standards and regulations to promote safe and efficient operations.
• Proactive about productivity, identifying issues and helping implement solutions.
• Ability to anticipate, prevent, identify and solve problems as needed.
• Ability to understand and apply complex information from various sources to meet objectives.
• Cross-training in other hotel-related areas is possible.
• Maintain confidentiality of information.
• Show initiative by anticipating guest or operational needs.
• Perform other duties as requested by management.

Technologies used on the front desk include a PBX console and a Front Desk computer system.