Front Desk Supervisor

The Ballantyne Hotel & Spa, Charlotte•Charlotte, NC

56d•Onsite

About The Position

The Front Desk Supervisor leads our front desk team and ensures exceptional guest experiences. The ideal candidate will possess strong leadership skills, a passion for hospitality, and a commitment to delivering outstanding customer service.

Requirements

Proven experience as a Front Desk Supervisor or similar role in a hotel or hospitality setting.
Strong leadership and interpersonal skills.
Excellent communication and problem-solving abilities.
Proficiency in hotel property management systems (PMS).
Knowledge of reservation systems and booking procedures.
Ability to work flexible shifts, including weekends and holidays.

Responsibilities

Oversee the daily operations of the front desk team, including scheduling, training, and performance management.
Motivate and inspire the team to achieve high standards of excellence.
Resolve team conflicts and address performance issues promptly and professionally.
Greet guests warmly and professionally, creating a positive first impression.
Efficiently handle check-ins and check-outs, ensuring accuracy and timely processing.
Address guest inquiries and concerns promptly and effectively, resolving issues to satisfaction.
Assist guests with reservations, luggage assistance, and other special requests.
Monitor and maintain accurate records of room availability, reservations, and guest accounts.
Ensure compliance with hotel policies and procedures, including safety and security protocols.
Coordinate with other departments (housekeeping, maintenance, etc.) to ensure seamless operations.
Manage cash handling and POS systems, adhering to financial guidelines.
Identify and resolve guest complaints and issues in a timely and professional manner.
Implement solutions to improve operational efficiency and guest satisfaction.
Adapt to changing circumstances and unexpected challenges.