Front Desk Supervisor

COMMONWEALTH LODGING MANAGEMENT LLC•Columbia, SC

24d•$19 - $19•Onsite

About The Position

The Front Desk Supervisor serves as a primary point of contact for hotel guests and assists with check-in, check-out, and telephone calls. The role resolves guest concerns and supports guest satisfaction while managing front office operations to promote profitability, cost control, and service quality. Responsibilities include overseeing reservations, front office systems, supplies, staff scheduling, forecasting, and the department budget to maximize revenue. The hotel operates seven days a week, 24 hours a day, and regular attendance in accordance with company standards is essential. The supervisor supports and develops front desk staff, maintains positive guest relations and confidentiality, and helps coordinate guest arrivals and special requests. The role also monitors cashiering and account procedures, room inventory and overbooking, and hotel readiness for busy periods. The supervisor follows hotel, management-company, and brand policies and procedures, and responds to emergencies to protect guests, associates, the building, and its systems.

Requirements

High school diploma, GED, or equivalent work experience.
Computer skills.
At least 1–2 years of experience as a Customer Service Agent and in a leadership role.
Ability to communicate satisfactorily with guests, management, and coworkers.
Good English-language skills and written and verbal communication skills.
Previous cash-handling experience.
Ability to lift or transport at least 25 pounds.
Ability to push or pull carts and other equipment weighing up to 100 pounds.
Ability to perform varied physical movements throughout work areas and stand and maintain well-paced mobility for lengthy periods.

Nice To Haves

Familiarity with Microsoft Office.
Experience with hotel systems.

Responsibilities

Coordinate breaks for staff.
Orient new hires and provide ongoing training to existing staff.
Provide staff performance feedback, handle disciplinary issues, and counsel employees.
Promote a cooperative work climate and support employee productivity and morale.
Maintain positive guest relations and guest confidentiality.
Resolve guest complaints and support guest satisfaction.
Ensure VIPs are pre-registered, monitor their arrivals, and greet and escort them to their rooms.
Maintain knowledge of hotel services, operating hours, room rates, promotions, occupancy, arrivals and departures, group activities, and local attractions.
Maintain knowledge of the correct maintenance and use of equipment and use it only as intended.
Review daily business levels, anticipate critical situations, and plan solutions.
Monitor the hotel entrance and check-in/check-out process, assist during congested or high-pressure situations, and ensure guest requests are followed up promptly through communication logs.
Monitor cashiering procedures for compliance with accounting policies and standards; assist Accounting with disputed charges and guest communications.
Print and review credit check reports, follow up on accounts beyond approved credit limits, and monitor account status.
Anticipate sold-out situations, track overbooked rooms, and handle overbooked or walked guests.
Print special requests reports and block rooms according to specifications.
Review arriving group information and coordinate master accounts, check-in, and pre-registration procedures.
Coordinate amenity delivery times with Room Service.
Help manage room inventory to maximize revenue.
Follow hotel procedures for guest and employee accidents or injuries and emergency situations.
Maintain the security of guest room access.
Respond to emergencies to protect guests and associates, preserve the building and its systems, and help restore normal operations.
Know and follow department, Commonwealth Lodging Management, hotel, and brand policies and procedures.