FRONT DESK SUPERVISOR

Roles and Responsibilities

• Supervise front office team and ensure efficient operations.
• Manage guest check-ins and check-outs.
• Monitor/oversee reservation systems and ensure accurate bookings.
• Respond to guest surveys and guest assistance cases promptly exceeding the guests’ expectations.
• Ensure guest satisfaction scores remain above system average determined by the brand.
• Handle guest inquiries, requests, and complaints promptly and professionally.
• Cookordinate with housekeeping, maintenance, and other departments to meet guest needs.
• Train front desk staff on procedures and customer service standards.
• Address and solve guest inquiries, complaints, and guest assistance cases.
• Management of gift shop stocking/inventory, cash bank drawer reconciliation, reporting, etc.
• Proficiently schedule staff according to business demands and team member strength.
• Maintain clean work environment at front desk, back of desk, and back office.
• Additional responsibilities assigned by dept. manager and/or GM.

Requirements

• Strong ability to manage staff by fostering positive team relations, utilizing conflict resolution methods and exercising constructive discipline.
• Easily multitask and work in a fast-paced environment.
• Ability to communicate effectively with guests, clients, and other managers.
• Strong ability to empathize with guests making them feel cared for and important.
• Excellent problem resolution ability resulting in financial gain and/or guest satisfaction.

Qualifications

• A minimum 3-year previous experience in front desk operations.
• OPERA experience a plus.
• MS Office experience.
• Proficiency in multilingual communication is a plus.
• Strong guest service skills with a focus on hospitality.
• Familiarity with night audit procedures is advantageous.
• High School graduate or equivalent required.