Front Desk Supervisor - 21c Hotel Cincinnati

Job Responsibilities

• Consistently provide a high level of customer service to all guests and visitors
• Assist in supervising and supporting Front Desk Agents during assigned shifts
• Ensure smooth front desk operations including guest registration, check-in, and check-out procedures
• Handle guest concerns, complaints, and service recovery in a professional and timely manner
• Assist with training and coaching Front Desk Agents on hotel policies, procedures, and guest service standards
• Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests
• Answer all phone calls promptly and professionally while providing complete and accurate information
• Complete all required reports, checklists, and shift duties before the end of shift
• Monitor room availability, occupancy, and daily selling status of the hotel
• Ensure proper credit card and cash handling procedures are followed
• Open, secure, and balance daily shift banks, including verification of cash, check, and credit card transactions
• Follow and enforce established key control and security procedures
• Absorb all lost and found items with completed documentation according to hotel policy
• Maintain knowledge of the local area, attractions, services, and events to assist guests when needed
• Absorb compliance with hotel safety, fire, and emergency procedures
• Maintain communication with housekeeping, engineering, and other departments to ensure guest satisfaction
• Absorb all special projects, audits, and operational assignments as directed

Job Qualifications

• A high school diploma or equivalent is required
• Previous hotel front desk experience is preferred
• Prior supervisory or leadership experience is preferred
• Strong customer service, communication, and problem-solving skills are required
• The ability to read, analyze, and interpret procedure manuals and operational reports is necessary
• The ability to handle difficult situations professionally and exercise sound judgment is essential
• Demonstrate accountability, dependability, and professionalism
• The ability to multitask and work efficiently in a fast-paced environment is required
• The ability to work flexible schedules including evenings, weekends, and holidays is required
• Maintain organization and accuracy while balancing shift transactions and completing reports is required
• The ability to perform all other duties assigned by immediate supervisor or hotel management is required