Job Overview
The Front Desk Supervisor is responsible for supporting and supervising the daily operations of the Front Desk team to ensure outstanding guest service and efficient hotel operations. This position assists with staff training, guest relations, cash handling, reservations, and problem resolution while ensuring compliance with company standards and procedures.
Essential Duties and Responsibilities
- Assist in supervising Front Desk Associates and ensure adherence to service standards, policies, and procedures.
- Train and mentor front desk staff on guest service expectations, hotel facilities, reservation systems, and safety protocols.
- Monitor employee performance and provide coaching, corrective action recommendations, and feedback as needed.
- Process guest check-ins, check-outs, reservations, and phone inquiries accurately and professionally.
- Handle cash, credit card transactions, deposits, and daily cashier reports in accordance with established procedures.
- Ensure proper handling of room keys, guest information, and security-related procedures.
- Respond promptly and professionally to guest concerns and complaints, providing appropriate service recovery solutions.
- Communicate effectively with housekeeping, maintenance, food and beverage, and other departments to ensure seamless guest service.
- Complete opening, closing, and shift reports while documenting guest requests and operational issues.
- Assist with special guest requests, concierge services, room tours, and other guest service functions as needed.
- Maintain a professional appearance and positive attitude at all times.
- Perform other duties as assigned.
Qualifications
- High School Diploma or GED required.
- Minimum one (1) year of front office, hospitality, or guest service experience required.
- Prior supervisory or leadership experience preferred.
- Strong verbal and written communication skills.
- Ability to handle multiple priorities in a fast-paced environment.
- Bilingual skills are a plus.
Physical Requirements
- Frequently stand and walk for extended periods.
- Ability to lift, carry, push, or pull up to 50 pounds.
- Use computers, keyboards, and other office equipment throughout the workday.
- Perform repetitive hand and arm movements while operating office equipment and hotel systems.
Work Environment
- Hotel front office environment.
- Must be available to work flexible schedules, including mornings, evenings, weekends, holidays, and occasional overnight shifts as business needs require.
- Requires frequent interaction with guests, employees, and visitors.
This position pays $19.30/HR