Front Desk Supervisor

Arbor Lodging•Kansas City, MO

20d

About The Position

The Front Desk Supervisor (FDS) helps deliver results that support the hotel’s mission and overall success. The role is the lead front desk support for the Operations Manager and assists with Front Office accounting and human resources functions. Its main focus is training, supervising, and scheduling the front desk team. The FDS is the primary point person for front desk technology systems and in-house guest marketing initiatives, represents the hotel to guests when the General Manager and Operations Manager are absent, and also works as a Guest Service Agent. The supervisor oversees front desk and reservation operations, guest service, staff training, cash and transaction security, reservation strategy, and room-rate adjustments based on market conditions. The role handles guest requests and concerns, coordinates with other shifts and departments, performs guest registration and cashiering tasks, and helps ensure compliance with applicable laws and hotel procedures.

Requirements

High school diploma or equivalent.
Two years of previous hotel front desk experience.
Fluent spoken, written, and reading English.
Professional verbal and written communication skills.
Experience with Microsoft Office and Opera systems.
Ability to work mornings, evenings, weekends, and holidays.
Ability to frequently stand, bend, climb, kneel, and move about the facility.
Ability to carry, lift, or pull items weighing up to 50 pounds.
Ability to frequently handle objects and equipment.

Nice To Haves

Other language skills are beneficial.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.

Responsibilities

Train front desk staff on operations, hotel facilities and services, local directions, and safety and emergency procedures.
Ensure staff have the supplies needed to perform their duties.
Supervise front desk and reservation functions to support superior guest service and protect monies, credit card transactions, and guest information.
Supervise the security of cash, credit card transactions, and guest information.
Oversee seasonal demand reservation strategy as communicated by the hotel management team, including room type, length of stay, and pricing.
Use the hotel property management system to adjust occupancy and rates based on market conditions to maximize revenue.
Maintain effective front desk communication through logs, department meetings, and one-on-one interaction with staff.
Ensure guest special requests are fulfilled and guest services are properly delivered.
Establish and implement service recovery guidelines to support guest satisfaction.
Respond promptly and professionally to guest complaints or concerns.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, and provide information about hotel services and room locations.
Answer phones promptly and courteously.
Supervise accurate cash and credit card transaction processing, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing assigned cash banks.
Communicate outstanding guest requests or issues to management for monitoring or follow-up.
Sell hotel rooms through direct client contact.
Comply with federal, state, and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
Represent the hotel to guests in the absence of the General Manager and Operations Manager.
Work as a Guest Service Agent.