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Front Desk Supervisor
Job Title: 
Front Desk Supervisor
New Jersey-Northern/Newark
Company Name: 
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Mission Statement

Bridgeton Holdings LLC operates a portfolio of hotels across the continental United States. Based in New York City with offices in San Francisco and St. Louis, it runs its properties under its Walker and Cloverleaf banners, also operating independently labeled and major chain hotels.

Bridgeton's goal is to maximize the operational and financial efficiency of its hotels through a combination of capital investment, revenue management, and economies of scale through its position as a nationwide operator. Most of all, it seeks to achieve that goal and grow its market share by focusing on delivering first-class quality, comfort, and service to its customers, and believes that developing strong talent is absolutely central to that end. In turn, employees enjoy a high level of autonomy at Bridgeton, and have myriad opportunities to grow and develop their careers internally.

A key reason why Bridgeton has been successful in achieving its properties’ inherent potential is its sophisticated sales and marketing operation, with tight integration between individual hotels and the New York City headquarters. Potential applicants would join a nationwide team that is in tune with the latest developments in the hospitality industry, and that always strives to be the industry leader.

Founded in 2009, Bridgeton currently provides management services for 20 plus hotels in 7 states.

Job Description

The front desk supervisor's role will be to supervise the front desk agents to ensure completion of essential duties necessary for an efficient Front Desk operation..

As the supervisor, you will be expected to perform all duties of a front desk agent, such as efficiently and professionally checking guests in and out, maintaining accurate inventory in the central reservation system, and addressing guests' concerns in a courteous and satisfactory manner.

The front desk supervisor will also be expected to build and maintain relationships with hotel guests, especially repeat guests. The front desk supervisor will be responsible for making sure front desk agents are following the proper procedures, as well as creating/modifying existing procedures as needed. Additionally, any violations of procedures should be documented for future reference.

  • Oversee the front desk staff to ensure optimal guest experience and smooth front desk operation. Pitching in, you attend to guest needs at the front desk. You know the property layout by heart to ably guide guests and answer questions.
  • Create an environment where motivated people want to join, learn, do their best, and advance. Oversee a diverse team of motivated desk agents by modeling the way, by training, empowering, and coaching throughout the employment lifecycle.
  • Keep a pulse on workflow, room status and group activity and effectively communicate info for well informed fellow departments, to increase team efficiency and overall productivity.
  • Assist front office manager with monthly front desk meetings.
  • Help with security by ensuring cashier reports balance, banks and deposits are verified, and key control is monitored.
  • The front desk supervisor will be required to work during evenings during check in time, usually alongside the 3 pm to 11 pm shift and/or Mid shift as needed. What is most important is that the front desk supervisor be available to assist the front desk agent in times of heavy check in volume. Additionally, you will be required to assist in filling in for all front desk shifts (including night audit) should they be absent for any reason.
  • Checking property management system reports for discrepancies and errors, and fixing said errors. The front desk supervisor will also be responsible for acknowledgments, and replying to online guest reviews.

Finally, you will be expected to perform roles outside of the front desk given my management, play a vital role within the front desk as a key component of the hotel's strategy to create an atmosphere to foster great customer service and be a positive force in our team building efforts to ensure smooth functioning of the hotel. 

Job Requirements
  • 1+ years of hotel front desk (or equivalent) experience is strongly preferred
  • strong grasp of English (reading, writing, and speaking) 
  • strong customer service skills, including ability to handle irate or disappointed guests
  • arithmetic skills to properly perform, manage, and check front desk transactions
  • reliable transportation to and from hotel in case of emergency (e.g. covering for absentee front desk agent)
  • variable schedule depending on volume of hotel reservations
  • perform duties in a professional manner which will set the standard for other front desk agents to meet
  • Experienced with Windows/Microsoft Office & Excel