Front Office Supervisor

About the role

We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. The Front Office Supervisor supports the Front Office Manager and is responsible for day-to-day Front Office Operations, including the staff of the Front Desk, Night Audit, Valet Operations, and PBX Operator. This role ensures the Front Desk Staff provides exemplary service to all hotel guests to deliver a memorable guest experience. Must be flexible and available to work any shift, including mornings, evenings, weekends, and holidays as needed.

Requirements

• Previous hospitality supervisory experience
• Experience in hotel Front Desk positions
• High school diploma, equivalent, or higher
• Excellent communication skills, both written and verbal
• Ability to use technology, e.g., tablets, iPads, and computers
• Top-notch phone and customer service skills
• Prior experience with coaching and training a team
• Strong sense of ownership in everything that you do
• Proven experience in guest relations

Responsibilities

• Assist in management, training, motivation, and coaching Front Desk staff to embody hotel culture and provide guests with the highest level of service
• Know all functions to showcase the resort and its unique story to each guest
• Oversee Front Desk team in all front desk functions including check-in and check-out procedures, luggage handling, concierge, etc.
• Serve as initial point of escalation in any guest inquiries, issues, or concerns
• Coordinate with other hotel departments to deliver a top-level experience for guests
• Assist in creating and managing department schedules
• Follow all hotel policies and procedures as outlined in the team member handbook
• Serve as property Manager on Duty in the absence of senior leadership
• Ensure team follows scheduled shifts and break and lunch requirements
• Perform other necessary duties as reasonably assigned by manager

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift and pull 50 lbs
• Ability to communicate clearly
• Ability to work long hours as needed
• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the property, the resort, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high-pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary