Front Desk Supervisor

Job Summary

The Front Desk Supervisor will help oversee and coordinate their department, providing the highest quality of service possible to guests in an efficient and courteous manner within the hotel. In addition, this individual shall be well-versed on hotel-brand standards, guest expectations and local area. This position reports to the General Manager.

Your day-to-day

• Essential Functions- Warmly and professionally welcomes all guests and ensures quality check-in and checkout experience.
• Handles confidential information, including guest records, with a high degree of integrity.
• Answers and routes calls as appropriate; takes guest messages with accuracy.
• Responsible for cash drawer contents and transactions during shift.
• Maintains and updates accurate records using the hotel's systems, such as the PMS system.
• Promptly and effectively handles guest requests and complaints with professionalism, tact, and a courteous manner, seeking solutions that align with the hotel's policies.
• Ensures common areas/entryway/lobby is clean, neat and orderly.

Job Responsibilities

• Efficiently manage the operations required of the front desk, ensuring quality check-in and checkout experience.
• Monitor guest satisfaction processes and feedback through online surveys.
• Assign duties to staff, observe performance, and provide training or other assistance to ensure consistency with regard to hotel policies, operations procedures, safety standards, and quality service.
• Provide guidance and support to team members, fostering a positive and collaborative work environment.
• Conduct regular team meetings to communicate updates, share feedback, and address any issues.
• Maintain and update accurate records, including direct bill accounts, credit card receipts, deposit logs and night audit reports.
• Ensure reservation and billing accuracy.
• Monitor rooms inventory, availability, and rates.
• Quickly establish rapport with guests to create memorable moments.
• Receive and resolve, or assist in resolving, escalated guest complaints and employee issues.
• Purchase supplies or coordinate services from outside vendors and manage these relationships.

Supervisory Responsibilities

• Help coordinate and oversee all department operations, ensuring quality service is provided within the established business plan and budget.
• Recruit, interview, hire, and train new hotel staff.
• Oversee the daily operations and scheduling of the department.
• Oversee their direct reports' performance and provide constructive and timely feedback and evaluations.
• Handle discipline and termination of employees in accordance with hotel policy.

Performance Metrics

Note: This job description also serves as a performance evaluation guide. As such, it may be subject to change based on organizational needs.

• Understanding and timely completion of essential functions & job responsibilities and their impact on the organization.
• Goal accomplishment and problem solving by being resourceful and applying your knowledge.
• Communicating effectively and fostering positive relationships with all other colleagues.
• Attending work on time as scheduled and adhering to attendance policy.
• Understanding and following processes and procedures for documentation and communication of important information.
• Guest Service Scores regarding Loyalty Recognition, Overall Arrival Experience, and Overall Service.

Qualifications

• A High School Diploma or GED.
• Proficiency in Microsoft Office programs.
• Must be available to work morning and evening shifts.
• Must be available to work on weekends & holidays.

Physical Demands

• While performing the duties of this job, the employee is regularly required to stand for an entire shift or for an extended amount of time; use hands to feel or handle and reach with hands and arms.
• The employee is frequently required to walk, bend, sit, climb, or balance, kneel, crouch, or crawl and talk or hear.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.

Disclaimer

This job description is not designed to be a comprehensive list. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. All other tasks must be performed as assigned or required.

Equal Opportunity Employer

Sincere Hospitality is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.