Front Desk Supervisor

Job brief:

We are looking for a Front Desk Supervisor to manage the operations and the Front Desk at The Francis Hotel in Portland, Maine. This individual serve as our guests’ primary point of contact and manage all aspects of their experience from initial reservation to their 5- star review and intentions to return. The Front Desk Supervisor has a broad level of management responsibility across many functions at the Inn which creates a diversity of tasks and keeps the days interesting. This position's responsibilities are similar to that of an inn-keeper.  As a supervisor, you are expected to have a high level of problem-solving skills, to be able to think on your feet, and to be reliable and accessible whenever the hotel is operating. The role requires diverse aptitudes from a physical, to technical, to social, to sales skills. Ultimately, you will help create a pleasant and memorable stay for our guests. If you have a knack for customer service and a passion for hospitality, we’d like to meet you.

Front Desk Supervisor Responsibilities:

Ensure every guest interaction is 5-star: on-line, email, phone, in-person. Proactively engage to assess attitudes, seek feedback and address any concerns.

Ensure facility condition is up to standard – Clean, lights, trash, music, furniture, patio, parking, water, coffee, etc.

Sales and promotion – educate guests on our offerings at any opportunity, facilitate sales, spa (rebooking, dinner, to go, retail, etc.). Provide options, when initial response is likely ‘no’.

Manage and schedule Guest Services functions within company standards.

Manage and schedule Housekeeping functions within company standards.

Facilities Management and Maintenance is necessary and a plus. 

Community relations and reputation management

Email response and guest communications as well as marketing support

Systems and Technology management – telephones, network, third parties, phones,  sound, reservations

Email response and guest communications

Anticipate concerns or issues and respond to guests’ complaints in a timely and professional manner.

Key Characteristics and Requirements:

Excellent, intuitive people skills and a natural disposition to engage and enjoy people

Customer-centric service attitude

Ability to stay calm under pressure, ability to “think on your feet”

Excellent communication and organizational skills

Experience with hotel and restaurant management is a plus. Willing to train.

Degree in hotel management is a plus, willingness to learn and grow in the role is essential

Willingness to learn and grow in the role is essential