Front Desk Supervisor ("Supervisor/a de Recepcion")

Embassy Suites Scottsdale•Scottsdale, AZ

5d•Onsite

About The Position

The Front Desk Supervisor assists the Front Office Manager with daily operations of the Front Desk Department and Guest Service areas, ensuring the operation meets hotel standards for guest satisfaction. The role oversees guest registration, checkout, telephone service, revenue initiatives, guest issue resolution, staff direction and training, and coordination of daily front desk activities. The position is at Embassy Suites Scottsdale in Scottsdale, Arizona. Work schedules may vary to meet hotel business needs, and attendance at scheduled training sessions and meetings is required. The role is performed primarily indoors in a temperature-controlled environment. It requires regular interaction with guests and staff, operation of office and hotel systems, and the physical abilities described in the posting. Staff must maintain a neat, clean, and well-groomed appearance under Azul Hospitality standards and comply with company and hotel safety, security, and operating policies.

Requirements

High school diploma or equivalent required.
Prior Front Desk experience required.
Ability to speak, read, write, and understand the primary language used in the workplace.
Good verbal, written, and electronic communication skills.
Considerable knowledge of complex mathematical calculations and computer programs.
Excellent leadership capability and customer relations skills.
Detail-oriented, with strong organizational and communication skills.
Basic computer skills and basic computational ability.
Ability to deal effectively with internal and external customers, including with patience, tact, and diplomacy, and to collect accurate information to resolve conflicts.
Knowledge of the basic functions of Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven and able to work independently.
Strong issue-resolution ability and analytical skills, with attention to detail.
Ability to perform essential job functions with or without reasonable accommodation.
Ability to stand and maintain well-paced mobility for up to four hours; maneuver between simultaneous functions and through limited spaces; lift up to 45 pounds as needed; and push or pull carts and equipment weighing up to 250 pounds.
Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, vision, and occasional bending, stooping, squatting, and stretching.
Finger dexterity to operate office equipment and perform picking, pinching, typing, and substantial wrist and hand movements.
Ability to work varying schedules based on hotel business needs.

Nice To Haves

Bachelor’s degree preferred.
One to three years of experience in a supervisory role preferred.
Knowledge of loyalty programs, brand standards, and hospitality industry systems preferred.

Responsibilities

Ensure efficient guest registration, checkout, and telephone service.
Observe front desk agents and ensure procedures are followed, including courteous and professional guest service, proper identification and credit establishment, and accurate postings, cash transactions, account settlements, and deposits.
Maximize hotel revenues through the upsell program, occupancy strategies, and parking revenue practices, including ticket accountability and cash handling.
Ensure guest complaints and requests are handled courteously and professionally, with appropriate follow-through.
Monitor and respond to guest satisfaction surveys and other guest comments, including third-party site feedback and comment cards.
Direct and train Front Office staff; assist with new-hire and ongoing training.
Coordinate staff and telecommunications breaks and help ensure work is completed efficiently and on schedule.
Participate in hiring new staff members.
Assist with Staff Member Transaction Forms, performance appraisals, and other applicable staff service forms.
Review expected arrivals and VIP and special-request reservations; ensure guests are preregistered, rooms are properly blocked, and other departments are notified of room assignments.
Review daily room availability and inform staff; check departure status daily.
Relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
Ensure appropriate staffing levels based on hotel demand and complete required daily reports and forms.
Be familiar with company policies and benefits.
Assist with guest inquiries; follow company safety and security policies and procedures; report maintenance problems, safety hazards, accidents, or injuries; and perform other reasonable duties assigned by supervisors.
Maintain regular attendance, attend scheduled training and meetings, and comply with hotel rules and regulations.
Maintain a neat, clean, and well-groomed appearance according to Azul Hospitality standards.