AC Hotel Boston Downtown, is seeking an engaging, friendly, and detail-oriented Front Desk Supervisor to join our team. This individual will be directly responsible for the Front Desk and Night Audit teams with a focus on guest and associate satisfaction. Successful candidates will have previous Front Desk Experience, strong customer service focus, and the ability to train and grow our associates. General Responsibilities: Assist in the management of the day-to-day operations of the Front Office to ensure that associates adhere to Colwen Hotels and brand standards and consistently meet and exceed business and guests expectations. Assist in the interviewing and performance supervision of Front Office Associates. Process check-in and check-out, verify billing, create reservations, and process special requests Demonstrate knowledge of hotel property and local attractions to assist guests as needed. Establish and maintain open collaborative relationships with direct reports and management throughout the hotel. Ensure that all complaints regarding service and/or accommodations are investigated and resolved in a timely manner. Ensure all associates adhere to credit and handling policies; analyze variances and maintain a close watch to the daily house count. Monitor budgets and payroll records and review financial transactions to ensure appropriateness. Conduct ongoing analysis of processes for continuous improvement/efficiency. Coach and support Front Office Team to effectively manage occupancy, guest service, and controllable expenses. Identify service issues and trends. Facilitate creative solutions to overcome obstacles and insure continuous guest satisfaction results. Balance cost controls with exceptional guest service and associate satisfaction. Maintain STRICT key controls and safety and security standards. Ensure compliance with Colwen Hotels policies and procedures and Federal
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