Front Desk Supervisor- Asbury Ocean Club

Sage Hospitality Group•Asbury Park, NJ

10d•Onsite

About The Position

The Front Desk Supervisor at Asbury Ocean Club Hotel leads the front desk team during each shift and ensures guest interactions reflect the hotel’s warm, personalized service. The role supports front desk agents, manages daily operations, resolves guest concerns, and helps maintain the hotel’s service standards. The supervisor is an ambassador of hospitality who inspires guests and associates through attentive leadership and a commitment to excellence. The position supervises front desk operations and team members, handles check-in and departure procedures, processes guest accounts and payments, responds to inquiries and reservations, and supports hotel communications. It supervises more than five associates. The work involves frequent guest interaction and prolonged standing at an indoor, climate-controlled workstation. The role requires a high school education or equivalent experience and at least one full year of employment experience in a related position. Compensation is USD $20.00–$21.00 per hour.

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of hotel front office procedures.
High school graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of company and hotel policies and procedures, and ability to determine an appropriate course of action based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate in person and by telephone frequently; excellent speech communication skills for continual guest interaction.
Ability to read written communications, analyze reports, and view a monochrome computer screen.
Literacy sufficient to analyze report data, prepare reports, and initiate correspondence.
Ability to stand continuously for most of the shift; limited lifting of guest luggage up to 50 pounds, pushing and pulling a bell cart up to 50 pounds, and carrying guest luggage up to 25 pounds.

Nice To Haves

A second language may be required.

Responsibilities

Supervise front desk operations to ensure guests receive an optimal level of service and hospitality.
Train, direct, coach, and counsel front desk team members; resolve issues and problems to support a quality operation.
Resolve guest issues, complaints, and problems quickly and efficiently to maintain customer satisfaction and service quality.
Complete check-in procedures for arriving guests and facilitate departures, close guest accounts, and make rooms available for the next guests.
Calculate and post payments, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests courteously and accurately, and accept hotel reservations.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Maintain customer relations by staying informed about in-house and area functions and responding knowledgeably to questions in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank according to hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.