Front Desk Supervisor - Portland Sheraton at Sable Oaks

Hotel•South Portland, ME

About The Position

The Portland Sheraton at Sable Oaks, a Colwen Hotels property, is seeking an engaging, friendly, and detail-oriented Front Desk Supervisor. The supervisor is directly responsible for the Front Desk and Night Audit teams, with a focus on guest and associate satisfaction. The role assists with day-to-day Front Office operations, ensuring associates follow Colwen Hotels and brand standards and meet or exceed business and guest expectations. The position also supports team development, service quality, operational efficiency, financial controls, and compliance with company policies and labor laws.

Requirements

Previous Front Desk experience.
Two-year college degree or equivalent hospitality experience.
Strong leadership and people-management skills.
Superior interpersonal and customer service skills.
Reliability and ability to multitask and work under pressure.
Excellent verbal and written communication skills.
Intermediate to advanced computer skills.
Familiarity with common computer software programs.
Willingness to work varied hours, including nights, weekends, and holidays.

Nice To Haves

Previous experience with a hotel brand is highly desirable.

Responsibilities

Assist in managing the day-to-day operations of the Front Office and ensure associates adhere to Colwen Hotels and brand standards and meet business and guest expectations.
Assist with interviewing and supervising the performance of Front Office Associates.
Process guest check-ins and check-outs, verify billing, create reservations, and handle special requests.
Use knowledge of the hotel property and local attractions to assist guests.
Establish and maintain collaborative relationships with direct reports and hotel management.
Investigate and resolve complaints about service or accommodations in a timely manner.
Ensure associates follow credit and cash-handling policies; analyze variances and monitor the daily house count.
Monitor budgets and payroll records and review financial transactions for appropriateness.
Analyze processes on an ongoing basis to identify opportunities for improvement and efficiency.
Coach and support the Front Office team in managing occupancy, guest service, and controllable expenses.
Identify service issues and trends, and facilitate solutions that support guest satisfaction.
Balance cost controls with exceptional guest service and associate satisfaction.
Maintain strict key controls and safety and security standards.
Ensure compliance with Colwen Hotels policies and procedures and federal and state labor laws.
Perform other duties as assigned to meet business needs.