PM Front Desk Supervisor

DRIFTWOOD HOSPITALITY MANAGEMENT•Park City, UT

4d•Onsite

About The Position

The Front Desk Supervisor provides guidance and leadership to front desk staff, ensuring consistent, high-quality customer service. The role involves directing and training front desk clerks, supporting guest registration and checkout, managing payments and accounts, addressing guest concerns, and coordinating arrivals. The supervisor also monitors staff performance, attendance, training, and compliance with brand and company standards, and serves as Manager on Duty in the absence of the Front Office Manager. The hotel operates 24 hours a day, seven days a week, so operational needs may require variations in shift days, start times, and hours worked. The position requires standing and moving throughout the front office for most of the shift, handling guest-facing and administrative duties, and following safety, security, and emergency procedures.

Requirements

Two years of combined prior front desk and supervisory experience.
High school diploma preferred; equivalent combinations of education, training, or experience may provide the required knowledge, skills, and abilities.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to defuse anger, gather accurate information, and help resolve conflicts.
Skill in using a calculator and preparing moderately complex mathematical calculations accurately.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout the front office and continuously perform essential job functions; standing for approximately 95% of the shift.
Ability to lift up to 25 pounds; occasional twisting, bending, stooping, reaching, standing, and walking; frequent talking, hearing, seeing, and smiling.

Nice To Haves

High school diploma.

Responsibilities

Communicate direction to staff and assign, instruct, observe, and encourage front desk clerks.
Greet guests, listen to requests, provide accurate information, and deliver friendly customer service.
Complete guest registrations, select rooms based on guest needs, code electronic keys, and provide welcome materials.
Close guest accounts at checkout and address dissatisfaction, offering appropriate solutions and authorizing revenue allowances only after alternatives have been considered.
Verify and imprint credit cards, handle cash, balance the house bank, accept payments, and perform arithmetic calculations.
Post charges to guest rooms and house accounts using the computer system.
Answer telephone calls, enter and retrieve messages, and retrieve mail, packages, and facsimiles for guests.
Research and resolve guest complications and complaints, using judgment to address unusual situations.
Manage third-party internet billing and arrivals, prepare group arrivals and pre-arrival packets, and anticipate arrival flow to support smooth check-in and checkout.
Train new agents in daily duties, cash handling, CRM Toolbox use, and hotel organization.
Ensure compliance with brand standards and coordinate and track completion of PMS training.
Monitor associate time and attendance, reinforce attendance policies, and recommend progressive discipline when appropriate.
Take actions to support associate satisfaction and work with supervisory and management staff to maintain a consistent quality work environment.
Perform duties on all shifts, including Night Audit and PBX, and serve as Manager on Duty when the Front Office Manager is absent.
Turn in lost-and-found items and guest room keys.
Follow company policies and safety and security procedures; know fire prevention and emergency procedures; use protective equipment; and report unsafe conditions, incidents, injuries, near-misses, and property damage or loss.
Maintain a neat, clean, and well-groomed appearance and assist other front desk personnel as needed.
Perform other related duties as requested by management.