Hotel Front Desk Supervisor
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About The Position
The Hotel Front Desk Supervisor at The Westin/Sheraton Carlsbad Resort & Spa is responsible for overseeing the daily operations of the Front Desk Department and Guest Service areas. This role is crucial in ensuring that the front desk and communications meet hotel standards for maximum guest satisfaction. The supervisor acts as the main contact for guests and other hotel departments in the absence of the Front Office Manager, ensuring that all guest interactions are handled with professionalism and courtesy. Key responsibilities include ensuring that the WELCOME process is followed by all associates, recognizing Hilton Honors members, and adhering to the 15/10 rule. The supervisor will observe front desk agents to ensure established procedures are completed according to policy, including proper public relations techniques, guest handling, and transaction processing. Additionally, the supervisor will direct and train front desk staff and operators, assist in new-hire training, and ensure that all associates are well-versed in Marketplace and Standard Operating Procedures (SOPs). The supervisor will also review expected arrivals, check VIP and special request reservations, and ensure that all necessary reports and audits are completed daily. This position requires regular attendance and compliance with hotel rules and regulations, as well as the ability to work varying schedules to meet the business needs of the hotel. The supervisor may also be required to perform supportive functions, such as assisting Guest Relations and Receivables as necessary, and training during overnight hours to prepare for Night Audit shifts when needed.
