Front Desk Supervisor
About The Position
Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction. The role oversees Guest Service Agents, supports hotel customers and groups, and ensures Front Desk operations comply with company and local standard operating procedures while providing quality service and hospitality. The supervisor handles staff-related activities, guest requests and complaints, and operational issues. They are expected to remain professional, adaptable, and calm during busy periods or emergencies, use sound judgment to resolve problems, and maintain effective working relationships with guests, associates, and patrons. Other job-related duties may be assigned.
Requirements
- Ability to communicate in English.
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner.
- Ability to communicate well with guests.
- Willingness to help coworkers and work as part of a team.
- Ability to deal effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
- Basic mathematical skills and considerable calculator skills to perform moderately complex calculations accurately.
- Ability to access and accurately input information using a moderately complex computer system.
- Ability to stand, walk, and continuously work behind the front desk.
- Ability to observe and detect signs of emergency situations.
- Ability to communicate verbally and in writing and prepare complex reports on room availability and revenues generated.
- Ability to establish and maintain effective working relationships with associates, customers, and patrons.
- Ability to adapt to changes in the work area and hotel procedures, learn new skills or improve existing ones, solve routine work problems, and ask for help when unsure how to proceed.
Responsibilities
- Interview, hire, train, recommend performance evaluations, resolve problems, communicate with staff, and recommend discipline or termination when appropriate.
- Respond to guest requests, needs, problems, issues, and concerns, and accommodate groups to support guest satisfaction and repeat business.
- Implement company programs and supervise daily Front Desk operations in compliance with SOPS and LSOPs, maximizing revenue and motivating associates to provide quality service and hospitality.
- Supervise Guest Service Agents.
- Remain calm and alert during emergencies and periods of heavy hotel activity, serving as a role model for employees.
- Research customer complications and complaints, determine effective solutions, and make decisions based on experience and judgment, adapting to unusual situations as needed.
- Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Comply with attendance rules and be available to work regularly.
- Perform other job-related duties as assigned.
- Maintain professional, courteous, and respectful interactions with guests and associates.
- Follow hotel security policies and procedures, including key controls, safe lifting, chemical use, and reporting safety hazards and concerns.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
