Front Desk Supervisor

Crestline Hotels & Resorts•Orlando, FL

19d

About The Position

Homewood Suites is seeking a Front Desk Supervisor. The role supervises front desk operations to maintain productivity, employee morale, and guest service. The supervisor accommodates hotel guests by registering and assigning rooms, issuing keys, handling messages, maintaining room and guest-account records, making and confirming reservations, and presenting statements and collecting payment from departing guests. The position also assists guests with check-in and check-out and special requests, trains associates, helps ensure staff understand emergency procedures, and works with desk agents to balance at the end of each shift and complete shift checklists. The supervisor handles guest questions and problems within empowerment guidelines and supports the cleanliness and upkeep of the lobby and common areas.

Requirements

High school graduate or General Education Degree (GED).
Basic computer skills required.

Nice To Haves

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

Responsibilities

Greet, register, and assign rooms to hotel guests.
Verify customers' credit and establish how they will pay for their accommodation.
Contact housekeeping or maintenance staff when guests report problems.
Make and confirm reservations.
Issue room keys and provide escort instructions to bellhops.
Keep records of room availability and guests' accounts, manually or using computers.
Post charges for rooms, food, liquor, telephone calls, and other items to ledgers, manually or using computers.
Compute bills, collect payments, and make change for guests.
Record guest comments or complaints and refer customers 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 and check-out and special requests for services or information in accordance with SOPs.
Assist in training new associates and provide ongoing training of agents as cashiers.
Ensure all staff members are familiar with hotel emergency procedures.
Work with desk agents to balance at the end of the shift and ensure completion of the shift checklist.
Greet guests promptly in a gracious and professional manner and handle their questions and problems within empowerment guidelines.