Stonebridge
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Front Desk Supervisor
role at
Stonebridge City, State: Boston, Massachusetts The purpose of a Front Office Supervisor is to consistently deliver results that contribute to the overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Works with the hotel Front Office Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
Recruits, interviews and selects, in conjunction with the Front Office Manager, the most qualified candidates for front desk positions.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which includes compliance with the dress code.
Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE To perform the job successfully, an individual should demonstrate the following competencies. Other competencies not listed may be required for specific positions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Organizational Support
Observes and adheres to safety and security procedures, promoting a safe work environment.
Ensures new hires complete new hire orientation.
Initiative
Seeks out new assignments and assumes additional duties when necessary.
Able to reach effective solutions, poses good questions, consults helpful resources, and does not stop at the first answer he/she comes across.
Dependability / Reliability
Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.
Accountability
Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an alternate plan.
Productivity
Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.
Problem Solving
Identifies and resolves problems in a timely manner, using intuition and experience to complement data.
Gathers and analyzes information skillfully.
Workplace Respect
Demonstrates knowledge of EEO policy and promotes a harassment-free environment.
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and objectives.
Oral / Written Communication
Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve the company.
Customer Service Skills
Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs.
Financial Management
Monitors and controls labor costs.
Seeks approval for overtime, if required.
Managing People
Provides regular performance feedback and proactively addresses performance concerns of staff.
Develops staff so that successful customer service scores are achieved.
Education and Experience
Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Qualifications
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel.
Supervisory Responsibilities
Position has supervisory responsibilities of front office staff.
Work Environment The work environment typically includes an indoor hotel setting with minimal to moderate noise levels.
Physical Demands Position requires standing, walking, and light lifting as part of daily duties. Specific activity includes standing for extended periods and lifting up to 15 lbs occasionally.
Equal Employment Opportunity Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. Reasonable accommodations will be made for disabled team members.
Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.
All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: 2025-08-11.
Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.
For more information about this role and related opportunities, refer to internal job postings.
#J-18808-Ljbffr
Front Desk Supervisor
role at
Stonebridge City, State: Boston, Massachusetts The purpose of a Front Office Supervisor is to consistently deliver results that contribute to the overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Works with the hotel Front Office Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
Recruits, interviews and selects, in conjunction with the Front Office Manager, the most qualified candidates for front desk positions.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which includes compliance with the dress code.
Performs any other duties as requested by supervisor.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE To perform the job successfully, an individual should demonstrate the following competencies. Other competencies not listed may be required for specific positions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
Organizational Support
Observes and adheres to safety and security procedures, promoting a safe work environment.
Ensures new hires complete new hire orientation.
Initiative
Seeks out new assignments and assumes additional duties when necessary.
Able to reach effective solutions, poses good questions, consults helpful resources, and does not stop at the first answer he/she comes across.
Dependability / Reliability
Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.
Accountability
Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an alternate plan.
Productivity
Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.
Problem Solving
Identifies and resolves problems in a timely manner, using intuition and experience to complement data.
Gathers and analyzes information skillfully.
Workplace Respect
Demonstrates knowledge of EEO policy and promotes a harassment-free environment.
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and objectives.
Oral / Written Communication
Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve the company.
Customer Service Skills
Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs.
Financial Management
Monitors and controls labor costs.
Seeks approval for overtime, if required.
Managing People
Provides regular performance feedback and proactively addresses performance concerns of staff.
Develops staff so that successful customer service scores are achieved.
Education and Experience
Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Qualifications
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to interpret and perform basic computer functions. Knowledge of Outlook, Word, and Excel.
Supervisory Responsibilities
Position has supervisory responsibilities of front office staff.
Work Environment The work environment typically includes an indoor hotel setting with minimal to moderate noise levels.
Physical Demands Position requires standing, walking, and light lifting as part of daily duties. Specific activity includes standing for extended periods and lifting up to 15 lbs occasionally.
Equal Employment Opportunity Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. Reasonable accommodations will be made for disabled team members.
Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.
All Stonebridge openings are projected to close within 30 days of the original posting date. This position will no longer be available 30 days from: 2025-08-11.
Stonebridge offers comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.
For more information about this role and related opportunities, refer to internal job postings.
#J-18808-Ljbffr