Front Desk Supervisor

Mainsail Lodging & Development•Tampa, FL

About The Position

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and providing support to front desk associates. This role involves training and mentoring staff, handling guest concerns, and maintaining efficient check-in and check-out procedures. The ideal candidate is a proactive leader with strong problem-solving skills and a commitment to delivering an outstanding guest experience.

Requirements

High school diploma or equivalent required; college degree in Hospitality Management or related field preferred.
1-2 years in a front desk or guest service role, preferably in a hotel setting.
Strong leadership and communication skills.
Proficiency in hotel property management systems (PMS), such as Opera or similar software.
Ability to handle high-pressure situations and resolve guest concerns professionally.
Excellent organizational and multitasking abilities.
Capability to move quickly and efficiently in a fast-paced environment.
Flexibility to work various shifts, including evenings, weekends, and holidays.
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift and pull 50 lbs.
Ability to communicate clearly
Corrected vision to normal range
Ability to work long hours as needed
Make sound judgments quickly
Work on multiple tasks, making appropriate progress toward deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the property, the resort, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high-pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Nice To Haves

Previous supervisory experience is a plus.

Responsibilities

Oversee the daily front desk operations, ensuring seamless check-in and check-out experiences.
Greet and assist guests with inquiries, special requests, and complaints, ensuring prompt and professional resolution.
Maintain a high level of customer service by anticipating guest needs and exceeding expectations.
Monitor room availability, rates, and reservations, coordinating with housekeeping and other departments as needed.
Enforce hotel policies and procedures while maintaining flexibility to enhance guest satisfaction.
Supervise, train, and mentor front desk agents to ensure consistency in service and adherence to hotel policies.
Conduct daily briefings and provide updates on occupancy, special events, and VIP arrivals.
Assist in scheduling, shift coverage, and performance evaluations of front desk staff.
Lead by example and foster a positive work environment that encourages teamwork and professional growth.
Handle cash transactions, reconcile daily deposits, and ensure adherence to financial procedures.
Assist in managing front office inventory, including supplies, key cards, and office equipment.
Monitor and respond to online reviews, guest feedback, and internal reports.
Support the Front Office Manager in achieving departmental goals, including revenue management and guest satisfaction metrics.
Assist with other duties as assigned by management.