Hotel Front Desk Supervisor

About the role

The Front Office Supervisor assists the Front Office Manager in directing the operations of the Front Desk staff to ensure prompt, efficient, and courteous service to guests, that all guests' needs are met during their stay, and to deliver the highest levels of guest satisfaction.

Qualifications

• Ability to work irregular shifts, weekends, holidays, and overtime as activity levels demand.
• Knowledge of Microsoft Office and the reservation management system (OPERA) is preferred.
• Experience with the IHG Brand is preferred.
• Weekend and night availability is required.
• Flexible work hours are required.

Responsibilities

• Assists in the operations of the Front Desk by supervising all Guest Service associates.
• Ensures guest satisfaction by responding to guest requests in a friendly, service-oriented manner, resolving guest complaints, and greeting in-house guests.
• Fills in at the Front Desk during busy periods or when staffing needs dictate.
• Performs other duties as assigned by management.

Key Competencies

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.