Front Desk Supervisor - AC Hotel Portsmouth

AC Hotel Portsmouth, a Colwen Hotels Property, 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.

Colwen Hotels is a dynamic and growing hotel company, with an extraordinary portfolio of award-winning hotels. We are a hospitality group built on hard work, character, and authenticity. We cultivate ideas and empower individuals to bring forward-thinking concepts to life to enrich guest experiences. Staying ahead of the curve is what has made us who we are today, and we strive to keep our ideas fresh. We currently have 49 hotels in our portfolio operating across 9 states.

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 & State Labor laws.


• Perform other duties, as assigned, to meet business needs.

Requirements:

• Two-year college degree or equivalent hospitality experience


• Previous brand experience highly desirable


• Strong leader of people


• Superior interpersonal and customer service skills


• Reliable with the ability to multi-task and work under pressure


• Excellent verbal and written communication skills


• Intermediate to advanced computer skills


• Familiar with common computer software programs


• Must be willing to work varied hours including nights, weekends, and holidays

We’ve got you covered: Benefits & Perks

• Medical Insurance with Company-Funded HRA


• Dental Insurance


• Vision Insurance


• Flexible Spending Accounts


• Wide-Array of Supplemental Insurance Offerings


• Paid Time Off Programs


• Employee Assistance Program


• 401K Plan – Traditional & Roth Options with Employer Match


• Hotel Discount Travel Program for Associates & Family


• Exclusive Associate Discounts – Travel, Entertainment, & Retail


• Training and Development Programs


• Career Advancement Opportunities

Colwen Hotels is an equal opportunity employer. EEO M/F/D/V