Front Desk Supervisor - AM / PM

21c Museum Hotels•Louisville, KY

About The Position

The Front Desk Supervisor handles internal and external guest issues in the manager’s absence. Working primarily at the front desk, this position ensures front desk and valet functions are completed accurately and efficiently, and that major guest or employee complaints are communicated and documented for management. The supervisor serves as a liaison among Front Desk, Housekeeping, and Engineering and ensures requests to those departments are fulfilled in a timely manner. The role oversees front desk and valet staff during assigned shifts, supports daily hotel operations, assists guests throughout arrival and departure, handles reservations and inquiries, and helps resolve and document guest issues. It also involves cash and account handling, communication across departments, and maintaining accurate shift and department records.

Requirements

Knowledge of standard cash-handling procedures and computerized cash register systems.
Past experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in English.
Ability to understand and follow verbal and written instructions.
Ability to work on more than one task at a time.
Ability to communicate verbally and in writing.
Ability to use tact and understanding when handling customer service problems, including stressful and highly emotional situations.
Strong organizational skills and attention to minute written and verbal details, particularly when performing multiple tasks.
Ability to use standard office equipment, including telephone, copier, POS, PC, fax machine, and PBX system.

Responsibilities

Respond professionally and courteously to arriving, departing, and in-house guests, providing accurate and timely information and services.
Respond to telephone and in-person inquiries about reservations, hotel information, and guest concerns.
Manage front office and valet staff during assigned shifts and oversee their day-to-day operations.
Ensure established front office and hotel policies are followed.
Complete guest check-in procedures using manual and computerized methods.
Facilitate guest check-out, close guest accounts, and prepare rooms for the next sale.
Calculate and post monies, receipts, guest accounts, and other credit using proper cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone, accurately communicating hotel rates and information and using suggestive selling techniques to increase room sales, occupancy, and revenue.
Maintain customer relations by staying informed about in-house and area functions and answering questions and concerns.
Operate PBX equipment, answer incoming calls within two rings, assist with outgoing calls, schedule wake-up calls, and page guests.
Maximize revenue in phone, desk, and valet transactions.
Control cash transactions at the front desk or valet area and maintain personal bank responsibility according to hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing them.
Review guest issues, contact appropriate departments for resolution, determine recovery, follow up with guests, and maintain an incident log.
Report issues to the manager and escalate them immediately when appropriate.
Maintain department and front desk log books and other established information and communication sources.
Ensure the AM and PM shift sheet is completed each day.
Perform other duties as assigned, requested, or deemed necessary by management.