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

Azul Hospitality•Scottsdale, AZ

5d•Onsite

About The Position

Assist the Front Office Manager with the daily operations of the Front Desk Department and Guest Service areas, ensuring the operation meets hotel standards and supports maximum guest satisfaction. The role oversees guest registration, checkout, telephone service, staff performance and training, revenue practices, guest feedback, scheduling, room and arrival information, and daily reporting. The supervisor also assists with hiring and staff administration, handles guest inquiries and concerns, and performs other reasonable duties as assigned. The position is based at Embassy Suites Scottsdale in Scottsdale, Arizona, and may require varying schedules to reflect hotel business needs.

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 work effectively with internal and external customers, including using patience, tact, and diplomacy to collect accurate information and resolve conflicts.
Knowledge of basic Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven and able to work independently.
Strong issue-resolution and analytical skills, with close attention to detail.
Ability to perform essential job functions with or without reasonable accommodation.
Ability to meet the physical demands described in the posting, including standing and moving for up to four hours, lifting up to 45 pounds, and pushing or pulling carts and equipment weighing up to 250 pounds.
Regular attendance is essential; irregular attendance or tardiness may result in disciplinary action.
Ability to work varying schedules to reflect 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 posting, cash transactions, account settlements, and deposits.
Maximize hotel revenues through upselling, occupancy strategies, and parking revenue practices, including proper ticket accountability and cash handling.
Handle guest complaints and requests courteously and professionally, ensuring follow-through.
Monitor and respond to Guest Satisfaction Surveys and other guest comments, including third-party sites and comment cards.
Direct and train Front Office staff; assist with new-hire and ongoing training.
Coordinate breaks for front desk staff and telecommunications staff, and ensure work is completed efficiently and on schedule.
Participate in hiring new staff members.
Assist with Staff Member Transaction Forms, performance appraisals, and other staff service forms as appropriate.
Review expected arrivals and check VIP and special-request reservations to ensure preregistration, proper blocking, and notification of other departments about 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 completion of required daily reports and forms.
Remain familiar with company policies and benefits.
Assist with guest inquiries; follow company, safety, and security policies and procedures; and report maintenance problems, safety hazards, accidents, or injuries.
Perform other duties assigned by a manager or supervisor, including reasonable duties requested by direct or indirect supervisors.
Maintain a neat, clean, and well-groomed appearance according to Azul Hospitality standards.
Attend scheduled training sessions and meetings and comply with hotel rules and regulations.