Front Desk Supervisor

Crestline Hotels and Resorts•Virginia Beach, VA

About The Position

The Front Desk Supervisor oversees front desk operations to support productivity, employee morale, and guest service. The role accommodates hotel guests by registering and assigning rooms, issuing keys, transmitting and receiving messages, maintaining records of room occupancy and guest accounts, making and confirming reservations, and presenting statements and collecting payments from departing guests. The supervisor also assists with guest check-in and check-out, special requests, staff training, emergency-procedure readiness, and shift balancing.

Requirements

High school graduate or GED.
Basic computer skills.
Two to three years of supervisory experience preferred, including at least one year of front desk experience.

Nice To Haves

Two to three years of supervisory experience, including at least one year of front desk experience.

Responsibilities

Greet, register, and assign rooms to hotel guests.
Verify guests’ credit and establish how they will pay for accommodations.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Issue room keys and provide escort instructions to bellhops.
Maintain records of room availability and guest accounts manually or using computers.
Post charges for rooms, food, liquor, telephone calls, and other items to ledgers.
Compute bills, collect payments, and make change for guests.
Record guest comments or complaints and refer guests to managers as necessary.
Answer inquiries about hotel services, guest registration, and travel directions, and make recommendations regarding shopping, dining, or entertainment.
Clean and maintain lobby and common areas, including restocking supplies and watering plants.
Plan, schedule, or supervise the work of other employees.
Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Assist guests with check-in, check-out, and special requests for services or information in accordance with standard operating procedures.
Assist in training new associates and provide ongoing training to front desk agents as cashiers.
Ensure staff members are familiar with hotel emergency procedures.
Work with desk agents to balance at the end of shifts and ensure completion of the shift checklist.
Greet guests promptly and professionally, and handle questions and problems within empowerment guidelines.