Front Office Supervisor

Front Desk Supervisor role at The Arcadian Hotel Brookline overseeing daily front office operations and guest experience for Brookline, MA.

Responsibilities

• Assist guests in discovering their “Wanderlust” experience
• Deliver exceptional customer service through an engaging, sincere approach
• Check guests in by ensuring proper credit is received, special requests are captured and fulfilled, and guest information is accurate
• Support issue resolution and perform service recovery to “WOW” guests when plans do not go smoothly
• Supervise the daily shift process to ensure all team members follow standard operating procedures
• Complete pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests
• Coordinate daily communication and planning with Maintenance and Housekeeping
• Train, direct, and coach the front desk team; resolve problems and ensure consistent service quality
• Maintain the Sundries shop, including inventory upkeep and ordering as needed
• Train new Front Desk Agents on delivering exceptional customer service
• Promote and sell special hotel programs
• Interact professionally with hotel and resort staff and provide other departments with necessary information
• Maintain knowledge of all emergency procedures and policies
• Maintain the house bank
• Communicate all pertinent information to the manager on duty
• Follow established procedures for posting, charges, cashing checks, safe deposits, and refunds
• Assist other departments as needed

Requirements

• Flexible schedule availability, including nights, weekends, and holidays
• High school diploma or equivalent
• Previous hotel or resort experience preferred
• Strong desire to make an impact on other people
• Outgoing and engaging personality
• Computer skills
• Excellent verbal and written communication skills
• Ability to work in a fast-paced setting
• Ability to stand for the duration of the shift

Compensation

• $29 per hour

Location: Brookline, MA (onsite)