Supervisor Front Office

About the role

This position provides exceptional service to both internal and external guests at all times. The Front Desk Supervisor assists in providing leadership, guidance, and support to the front desk team in guest service, training, scheduling, and performance management for the overall successful day-to-day operations. The role serves as the first point of contact for guests and is responsible for creating an excellent, memorable first impression. The Front Desk Supervisor ensures all procedures meet department and property standards and acts as an ambassador for the property.

Responsibilities

• Interact, coordinate, and communicate effectively through daily pre-shift meetings with all team members of high guest impact areas (e.g., reservations, guest services, housekeeping) to ensure a smooth arrival through departure experience for all guests.
• Demonstrate expert knowledge of all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• Champion, promote, and successfully track departmental and organizational initiatives (e.g., upsell programs, CoralTree Delivers Program).
• Ensure front desk agents properly complete required checklist items at the end of each shift.
• Maintain and successfully execute departmental and hotel policies, including relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, and lost/found policy.
• Instill a calm, organized approach when interacting in stressful situations and approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• Ensure sufficient staffing is present to meet daily business demands.
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data.
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• Assist management to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.

Qualifications

• High school diploma or general education degree (GED), or two to three years of related experience and/or training; or equivalent combination of education and experience.
• Minimum of one year supervisory experience in a high volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in basic English.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.