Front Desk Supervisor

Peregrine Hospitality•Tuscaloosa, AL

About The Position

The Front Desk Supervisor trains and monitors front desk staff, supports hotel reservations and guest check-in and check-out, and ensures friendly, courteous service to guests and colleagues. The role coordinates the guest experience from before arrival through departure, including reservations, wake-up calls, routing needs, posting charges, and special requests. It also protects the security and privacy of guest rooms and administrative keys and communicates with management and staff through scheduled reports, customer feedback, and updates on guest needs. The supervisor assists with special requests, group blocking, and unusual circumstances; conducts site inspections to help maintain property safety; and accompanies prospective clients on tours. The role supports revenue maximization through sales strategy and customer service, and maintains knowledge of property rates, features, amenities, area attractions, and competitors. It also safeguards confidential company information and supports property safety through risk-management practices, inspections, participation in the Safety and Security Committee, and knowledge of emergency procedures. As a role model, the supervisor carries out supervisory responsibilities in accordance with hotel policies and standard operating procedures, trains and develops associates in 4 Keys service standards, technical skills, procedures, and safety standards, and fosters open communication among employees. Additional duties may be assigned by management. Peregrine Hospitality is an equal opportunity and drug-free employer; accommodation is available for applicants who need it because of a medical condition or disability.

Requirements

At least 2 years of hotel front desk experience.
Excellent people skills to supervise staff.
Ability to lift and/or carry up to 50 pounds frequently to assist guests.
Ability to walk and stand for extended periods.
Ability to hear, understand, and communicate orally and in writing with staff, vendors, and guests in normal in-person and phone conversations.
Ability to bend and twist, push and pull, stoop, and kneel.
Ability to ascend and descend a ladder.

Responsibilities

Train and monitor front desk staff.
Assist with reservations and guest check-in and check-out using the hotel software system.
Provide friendly and courteous telephone service and interactions with guests and fellow employees.
Coordinate guest needs from before arrival through departure, including reservations, wake-up calls, check-in, check-out, routing needs, posting charges, and special requests.
Preserve the security and privacy of guest rooms and administrative keys.
Communicate with management and staff through scheduled reports, customer feedback, and updates on guest needs.
Assist with special requests, group blocking, and unusual circumstances.
Conduct hotel site inspections to maintain property safety and chaperone tours for prospective clients.
Maximize revenues through sales strategy and outstanding customer service.
Maintain knowledge of property and competitor rates, features, amenities, and area attractions.
Maintain the confidentiality of company information, including performance statistics, client agreements, prospective business, and financial information.
Support property safety through risk-management behavior, proper inspections, participation in the Safety and Security Committee, and knowledge of emergency procedures.
Serve as a role model and carry out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
Train and develop associates on 4 Keys service standards, technical skills, standard operating procedures, and safety standards.
Foster open channels of communication between employees.
Perform additional duties as assigned by management.