FRONT DESK SUPERVISOR
About The Position
The Front Desk Supervisor assists in training and supervising Guest Services employees, coaching and counseling them on career and personal development, and motivating staff to establish a productive working environment. The role oversees and participates in guest registration, handles reservation changes, supports staffing and scheduling, and helps manage labor costs within the departmental budget. The supervisor responds to guest requests and complaints, follows up on guest satisfaction, and ensures front desk operations adhere to hotel procedures and applicable laws. The position also fulfills Manager on Duty shifts.
Responsibilities
- Assist in training and supervising Guest Services employees; coach and counsel employees regarding career and personal development.
- Motivate staff across hotel departments and establish a productive working environment.
- Conduct performance evaluations and provide employee feedback.
- Oversee and participate in guest registration.
- Confirm, cancel, and modify reservations as needed.
- Assist with staff scheduling based on labor standards and occupancy forecasts; assign daily work tasks and monitor labor costs against the departmental budget.
- Ensure agents use the appropriate walk-in sales strategy.
- Resolve guest complaints to the guest’s satisfaction and respond promptly to service requests; follow up to ensure guest satisfaction.
- Ensure adherence to hotel procedures for accounting, credit control, financial transactions, security of monies, guest security, and emergencies.
- Maintain a professional image through appearance and dress.
- Follow company policies and procedures and communicate them effectively to subordinates.
- Recruit and staff the department using company hiring standards, including behavioral questioning, reference checks, evaluations, and team interviews.
- Conduct training classes on safety, security, department procedures, and service guidelines.
- Maintain rewards and recognition systems.
- Fulfill Manager on Duty shifts.
- Ensure the hotel complies with federal, state, and local laws, including EEOC and Wage-Hour laws.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
