Front Desk Supervisor

About the role

The Hotel Front Desk Supervisor oversees daily front office operations, ensuring seamless guest experiences and efficient staff management. They act as the primary liaison between front desk agents and hotel management, handling escalated issues, staff training, scheduling, and ensuring adherence to brand service standards.

Responsibilities

• Training: Onboard and continuously train new front office agents on hotel systems, safety procedures, and brand standards.
• Scheduling: Create and manage shift schedules to ensure adequate coverage during peak check-in/out times.
• Mentorship: Act as a role model, providing daily direction, motivation, and performance feedback to the team.
• First Impressions: Ensure all guests are greeted, checked in, and checked out in a warm, efficient, and professional manner.
• Escalated Issues: Serve as the first point of escalation for guest complaints or special requests. Resolve billing discrepancies, room changes, and service recovery issues swiftly.
• Information Provision: Supply guests with information on hotel amenities, local attractions, and dining options.
• System Oversight: Monitor front desk, reservation, and communication systems for accuracy.
• Financial Accuracy: Manage cash drawers, process payments, and assist with night audit reviews and account settlements.
• Departmental Liaising: Coordinate with Housekeeping and Maintenance teams regarding room status, VIP arrivals, and maintenance requests.

Qualifications

• Requires 1-3 years of front desk or hotel operations experience, with previous supervisory experience highly preferred.
• Proficiency in Property Management Systems (PMS), Marriott.
• Exceptional conflict resolution, clear verbal/written communication, and the ability to multitask under pressure.

Pay

$19 - $20/hour

About Sheraton Baltimore North

The newly renovated Sheraton Baltimore North Hotel sits in the heart of Towson’s bustling business district, offering unmatched convenience to nearby corporate offices, universities, medical centers, and popular destinations such as Baltimore’s Inner Harbor. Following a comprehensive and modern renovation, the hotel now features 282 fully renovated guest rooms designed with comfort and functionality in mind.

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