Front Desk Supervisor

About the role

The Front Desk Supervisor oversees front desk operations to ensure high productivity, strong employee morale, and exceptional guest service. They manage guest accommodations, reservations, payments, and staff coordination.

Responsibilities

• Greet, register, and assign rooms to guests.
• Verify customers' credit and establish payment methods for accommodations.
• Contact housekeeping or maintenance staff when guests report problems.
• Make and confirm reservations for guests.
• Issue room keys and provide escort instructions to bellhops.
• Maintain records of room availability and guest accounts, manually or using computers.
• Post charges (e.g., rooms, food, liquor, telephone calls) to ledgers manually or via computer systems.
• Compute bills, collect payments, and make change for guests.
• Record guest comments or complaints and escalate to managers as needed.
• Answer inquiries about hotel services, guest registration, travel directions, and provide recommendations for shopping, dining, or entertainment.
• Clean and maintain lobby and common areas, including restocking supplies and watering plants.
• Plan, schedule, or supervise the work of other front desk employees.
• Advise housekeeping staff when rooms are vacated and ready for cleaning.
• Assist guests with check-in, check-out, and special requests in accordance with standard operating procedures (SOPs).
• Train new associates and ensure ongoing training for agents, including cashier responsibilities.
• Ensure all staff are familiar with hotel emergency procedures.
• Work with desk agents to balance accounts at the end of shifts and complete shift checklists.
• Greet all guests immediately in a gracious and professional manner; handle questions and problems within empowerment guidelines.

Requirements

• High School Graduate or General Education Degree (GED).
• Two to three years of supervisory experience preferred, with at least one year of front desk experience.
• Basic computer skills required.