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

Azul Hospitality•Phoenix, AZ

6d•Onsite

About The Position

The Front Desk Supervisor assists 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 guest satisfaction. The role oversees front desk procedures, staff training and scheduling, guest requests and complaints, reservation readiness, room availability, and daily reporting. The supervisor may also perform other reasonable duties as requested by managers or supervisors. The position is at AC Element Phoenix City North in Phoenix, Arizona, and is full-time.

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 computational ability.
Ability to work effectively with internal and external customers, including using patience, tact, and diplomacy to gather 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 ability and analytical skills, with attention to detail.
Ability to meet the position's physical demands, including standing and moving for up to four hours, lifting up to 45 pounds, pushing and pulling carts or equipment weighing up to 250 pounds, and performing the listed movements and sensory tasks.
Ability to perform essential job functions with or without reasonable accommodation.
Regular attendance and ability to work varying schedules according to 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 established procedures and policies 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 the upsell program and occupancy strategies, and support parking revenue through 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 feedback on third-party sites and comment cards.
Direct and train Front Office staff; assist with new-hire and ongoing training.
Help organize breaks for front desk staff and telecommunications staff, ensuring 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, VIP reservations, and special requests; ensure guests are pre-registered, rooms are properly blocked, and relevant 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 staff, the following shift supervisor, and the Front Desk Manager.
Ensure appropriate staffing levels based on hotel demand and complete required daily reports and forms.
Know company policies and benefits.
Assist with guest inquiries and follow company safety and security policies and procedures.
Report maintenance problems, safety hazards, accidents, or injuries.
Perform other duties assigned by a manager or supervisor.
Maintain regular attendance, comply with hotel rules and regulations, and attend scheduled training sessions and meetings.
Maintain a neat, clean, and well-groomed appearance in accordance with property grooming and uniform standards.