Front Desk Supervisor

Front Desk Supervisor Position Summary

The Front Desk Supervisor is responsible for leading daily front office operations, ensuring seamless guest check-in and check-out, maintaining service excellence standards, coordinating with housekeeping and other departments, and mentoring front desk associates to deliver an exceptional guest experience aligned with brand standards.

Essential Functions

• Supervise Front Desk operations.
• Maintain the highest levels of productivity, employee morale, and guest service.
• Ensure that all hotel policies and procedures are followed.
• Aid FOM in the training of employees, including but not limited to guest services, brand standards, hotel policies and procedures, and all POS systems.
• Check guests in and out of the hotel in accordance with hotel and/or brand standards.
• Inform guests about the hotel facilities, policies, and procedures.
• Provide tourist information to guests.
• Handle the hotel phone system. Transfer calls to appropriate departments/guests.
• Accurately take messages for guests.
• Take, modify, and cancel guestroom reservations.
• Deal with inquiries, requests, and complaints from guests.
• Cook up with other departments to fulfill guests' special requests.
• Perform cashier duties. Post phone charges and other miscellaneous charges to guest accounts.
• Follow in-house procedures to help ensure the security of guests and employees.
• Know hotel emergency procedures.
• Maintain the cleanliness of the Front Office area.
• Take, modify, and cancel guestroom reservations.
• Notify Front Office Manager or Assistant Front Office Manager of any problems or situations involving guests, the hotel, and/or staff.

Additional Responsibilities

• The hotel operates 24 hours a day, 7 days a week.
• Department schedules must accommodate fluctuating business demands, and employees may be asked to work shifts other than those they prefer or normally work.
• Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education And Experience

• Previous hotel front desk experience.

Skills And Abilities

• Ability to stand for a long period of time.
• Ability to work in a fast-paced environment.
• Ability to maintain control and composure in difficult situations and exhibit good judgment.
• Good communication and interpersonal skills.

Benefits And Perks

• Comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, and hotel room discounts.
• Daily pay access, which lets you receive your earnings the same day you work, empowering you to manage your finances easily and confidently.