Front Desk Supervisor

Horseshoe Bay Resort•Charlotte, NC

6d•Onsite

About The Position

The front desk is more than a place to check in—it’s where our guests form their first impression of the hotel. We’re looking for a Front Desk Supervisor who understands that exceptional hospitality starts with a great team. In this role, you’ll be a leader, problem-solver, coach, and guest-service ambassador who helps ensure every guest feels welcomed, valued, and taken care of. If you enjoy leading people, solving problems, creating exceptional guest experiences, and being the person your team can count on, this could be the opportunity for you.

Requirements

A natural leader who enjoys coaching, supporting, and developing others.
Guest-obsessed and genuinely passionate about hospitality.
Calm under pressure, especially when the hotel is busy or a guest situation becomes challenging.
A confident problem-solver who can make sound decisions and find solutions.
An excellent communicator who can give clear direction and build strong relationships.
Diplomatic and patient, with the ability to handle difficult conversations professionally.
Detail-oriented, especially when handling guest accounts, payments, room information, and hotel systems.
A team player who isn't afraid to pitch in and help wherever needed.
Adaptable and dependable, with a willingness to learn and continuously improve.
Professional and positive in every interaction with guests and associates.
Comfortable working with hotel computer systems.
Handling moderately complex mathematical calculations.
Communicating clearly in writing and verbally.
Maintaining effective relationships with guests, associates, and other hotel partners.

Responsibilities

Provide day-to-day guidance, leadership, and support to Guest Service Associates.
Assign and communicate work responsibilities clearly while observing performance and encouraging team members to grow.
Set the tone for exceptional hospitality by modeling professionalism, positivity, and outstanding guest service.
Welcome guests warmly and sincerely while listening carefully to their needs and requests.
Ensure an efficient and accurate check-in and check-out experience.
Assist guests with room selection, room rates, keys, hotel information, outlet hours, and local attractions.
Promote hotel and brand marketing programs when appropriate.
Handle guest accounts, payments, credit card authorizations, cash transactions, and house banks accurately.
Process guest charges and maintain accurate records using hotel computer systems.
Answer phones professionally and ensure guest messages, mail, packages, and other communications are handled appropriately.
Step up during busy periods and emergencies, remaining calm, focused, and professional.
Investigate guest concerns and complaints, identify the best solution, and take appropriate action.
Use sound judgment and experience to resolve unusual or challenging situations.
When necessary, authorize appropriate revenue allowances after other solutions have been explored.
Communicate important information and direction to the Front Office team both verbally and in writing.
Work closely with other departments to maintain strong internal relationships and deliver a seamless guest experience.
Support the team wherever needed and perform other job-related responsibilities as assigned.