Front Desk Supervisor (Supervisor de Recepcion)
About The Position
Assist the Front Office Manager with the daily operations of the Front Desk Department and Guest Service areas, ensuring the front desk operation meets hotel standards and maximizes guest satisfaction. The role oversees guest registration, check-out, telephone service, staff performance and training, guest concerns, room assignments, staffing levels, and daily reporting. The position may also perform other duties assigned by management and provide additional guest and operational support as needed. The work is primarily indoors in a temperature-controlled hotel environment. Schedules may vary to reflect hotel business needs, and attendance at scheduled training sessions and meetings is required. Staff must maintain a neat, clean, and well-groomed appearance in accordance with hotel standards and comply with company and safety policies.
Requirements
- High school diploma or equivalent required.
- Prior Front Desk experience required.
- Must be able to speak, read, write, and understand the primary language used in the workplace.
- Good verbal, written, and electronic communication skills.
- Considerable knowledge of complex mathematical calculations and computer programs.
- Excellent leadership capability and customer relations skills.
- Detail-oriented with strong organizational and communication skills.
- Basic computer skills and computational ability.
- Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy and collecting accurate information to resolve conflicts.
- Knowledge of basic Windows OS, MS Office, PMS, PBX, key systems, and POS.
- Self-driven and able to work independently; strong issue-resolution and analytical skills with attention to detail.
- Ability to meet the physical demands of the job, including standing and moving for up to four hours, lifting up to 45 pounds, pushing or pulling carts and equipment up to 250 pounds, and performing the listed movements and sensory tasks.
- Must maintain a neat, clean, and well-groomed appearance in accordance with hotel standards.
- Regular attendance is essential; must be able to work varying schedules based on hotel business needs and attend scheduled training and meetings.
Nice To Haves
- Bachelor’s degree preferred.
- One to three years of supervisory experience preferred.
- Knowledge of loyalty programs, brand standards, and hospitality industry systems preferred.
Responsibilities
- Ensure efficient guest registration, check-out, and telephone service.
- Observe front desk agents and ensure procedures are followed, including professional guest relations, proper identification and credit practices, and accurate posting, cash handling, account settlements, and deposits.
- Maximize hotel revenues through the upsell program, occupancy strategies, and parking revenue practices, including ticket accountability and cash handling.
- Handle guest complaints and requests courteously and professionally, ensuring follow-through.
- Monitor and respond to guest satisfaction surveys and other guest feedback.
- Direct and train Front Office staff; assist with new-hire and ongoing training.
- Coordinate staff breaks and help ensure front desk and telecommunications work is completed efficiently and on schedule.
- Participate in hiring new staff members.
- Assist with staff transaction forms, performance appraisals, and other staff service forms as appropriate.
- Review expected arrivals and check VIP and special-request reservations for preregistration, room blocking, and notification of other departments.
- Review daily room availability and inform staff; check departure status daily.
- Relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
- Ensure appropriate staffing levels based on hotel demand and complete required daily reports and forms.
- Assist with guest inquiries; follow company, safety, and security policies; report maintenance problems, safety hazards, accidents, or injuries; and perform other reasonable duties requested by supervisors.
- Maintain regular attendance, attend scheduled training sessions and meetings, and comply with hotel rules and grooming standards.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
