Front Desk Supervisor
About The Position
The Front Desk Supervisor supports and leads the Front Desk team at a hospitality property, delivering exceptional and engaging guest service while helping guests create a memorable experience. The role supervises daily shift operations, ensures team members follow standard operating procedures, and trains, directs, coaches, and supports Front Desk Agents. The supervisor coordinates with Maintenance, Housekeeping, and other departments; handles guest requests and service recovery; maintains the Sundries shop and house bank; and follows established procedures for guest accounts and financial transactions.
Requirements
- Experience in customer service.
- A proven record of being a team player.
- Willingness to learn and lead by example.
- Ability to respond professionally and courteously to guests and team members.
- Ability to support team members personally and professionally.
Nice To Haves
- Enjoyment of engaging with people from around the world and making meaningful connections.
- Motivation to go above and beyond to “WOW” people.
- Interest in growing a career in hospitality.
Responsibilities
- Help guests discover their “Wanderlust” experience.
- Provide exceptional, engaging customer service and take a sincere interest in guests.
- Check guests in, ensure proper credit is received, note and fulfill special requests, and establish accurate information.
- Resolve problems and provide guest recovery when things are not right.
- Supervise daily shift processes and ensure team members adhere to standard operating procedures.
- Conduct pre-assignment of hotel rooms, including for VIPs, repeat guests, packages, and special requests.
- Coordinate daily operations and communications with Maintenance and Housekeeping.
- Train, direct, coach, and counsel Front Desk team members; resolve issues and problems to support a quality operation.
- Maintain the Sundries shop, including inventory and ordering as necessary.
- Train new Front Desk Agents to provide exceptional customer service.
- Promote and sell special hotel programs.
- Interact professionally with hotel and resort staff and assist other departments with necessary information.
- Maintain knowledge of emergency procedures and policies.
- Maintain the house bank.
- Communicate pertinent information to the manager on duty.
- Follow procedures for posting, charges, check cashing, safe deposits, and refunds.
- Assist other departments as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
