FRONT DESK SUPERVISOR
About The Position
The Front Desk Supervisor will assist in the training and supervision of all Guest Services employees, coaching and counseling employees regarding career and personal developments. This role motivates staff within all hotel departments and establishes a productive working environment for the hotel. The supervisor conducts performance evaluations and provides feedback to employees, oversees and participates in guest registration, and confirms, cancels, and modifies reservations as needed. They will also assist in scheduling staff according to labor standards and forecasts occupancy, assign daily work tasks to employees, and monitor labor costs to stay within the departmental budget. Ensuring agents use the appropriate walk-in sales strategy and resolving guest complaints to the satisfaction of the guest are key responsibilities. The supervisor responds promptly to any guest request for service and follows up to ensure guest satisfaction. They ensure adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures. A professional image is maintained at all times through appearance and dress. The role requires following company policies and procedures and effectively communicating them to subordinates. Aggressively recruiting and staffing the department using company hiring standards (i.e., behavioral questioning, reference checks, evaluations, and team interviews) is also a part of the job. Conducting training classes regarding safety, security, department procedures, and service guidelines, and maintaining rewards recognition systems are included. The supervisor will fulfill Manager on Duty shifts and ensure the hotel is in compliance with all federal, state, and local laws, including EEOC and Wage-Hour laws.
Requirements
- Qualifications
Responsibilities
- Assists in the training and supervision of all Guest Services employees
- Coaches and counsels employees regarding career and personal developments
- Motivates staff within all hotel departments and establishes a productive working environment
- Conducts performance evaluations and provides feedback to employees
- Oversees and participates in guest registration
- Confirms, cancels, and modifies reservations as needed
- Assists in scheduling staff according to labor standards and forecasts occupancy
- Assigns daily work tasks to employees
- Monitors labor costs to stay within departmental budget
- Ensures agents use the appropriate walk-in sales strategy
- Resolves guest complaints to the satisfaction of the guest
- Responds promptly to any guest request for service
- Follows up to ensure guest satisfaction
- Provides a professional image at all times through appearance and dress
- Follows company policies and procedures and is able to effectively communicate them to subordinates
- Aggressively recruits and staffs department using company hiring standards (i.e., behavioral questioning, reference checks, evaluations, and team interviews)
- Conducts training classes regarding safety, security, department procedures, and service guidelines
- Maintains rewards recognition systems
- Fulfills Manager on Duty shifts
- Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
