Front Desk Supervisor

PCH Hotels & Resorts • Point Clear, AL

21d • Onsite

About The Position

The Front Desk Supervisor leads and inspires front desk associates to provide exceptional service and a seamless, memorable guest stay from check-in through check-out. The role oversees daily front desk operations, responds to guest concerns, and supports consistent hospitality standards throughout the Grand Hotel Golf Resort & Spa.

The supervisor assists with training and mentoring associates, welcomes guests, handles inquiries and special requests, and oversees room assignments, reservations, billing, and guest account adjustments. The role also protects guest privacy, completes daily reports, and resolves concerns empathetically to support guest satisfaction.

Responsibilities

• Assist in training and mentoring Front Desk associates, providing coaching to develop a skilled and motivated team.
• Greet guests warmly and professionally and maintain a welcoming atmosphere.
• Respond promptly to guest inquiries, concerns, and special requests.
• Verify the accuracy of room blocks, pre-registration, and room assignments; allocate rooms efficiently based on guest preferences, rates, or status, including Marriott Rewards members and groups.
• Oversee daily front desk operations, including check-ins, check-outs, billing, and financial transactions.
• Handle room changes, credit approvals, and adjustments to guest accounts accurately.
• Manage same-day reservations, walk-ins, and future bookings.
• Provide guests with information about hotel services, local attractions, and dining recommendations.
• Oversee proper handling of safety deposit boxes and maintain guest privacy and confidentiality.
• Complete daily Front Desk reports accurately and keep management informed about guest interactions and operational status.
• Address guest concerns promptly and empathetically to resolve issues and promote guest satisfaction.

Benefits

• Health, dental, and vision coverage, including FSA and HSA choices
• 401(k) with company match
• Discounts on hotel stays, dining, golf, and retail across PCH properties and Marriott hotels globally
• Ongoing training, professional development, and career advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed