FRONT DESK SUPERVISOR

TEXAS WESTERN MANAGEMENT PARTNERS•Austin, TX

21d•Onsite

About The Position

The Front Desk Supervisor assists with training and supervising Guest Services employees, coaching and counseling them on career and personal development, and motivating staff to establish a productive working environment. The role oversees and participates in guest registration, handles reservation changes, and helps schedule staff based on labor standards and occupancy forecasts. The supervisor assigns and monitors daily work and labor costs, supports recruiting and staffing, and conducts training and performance evaluations. The position also resolves guest concerns, promotes guest satisfaction, ensures compliance with hotel procedures and applicable laws, and fulfills Manager on Duty shifts.

Responsibilities

Assist in training and supervising Guest Services employees; coach and counsel employees regarding career and personal development.
Motivate staff across hotel departments and establish a productive working environment.
Conduct performance evaluations and provide feedback to employees.
Oversee and participate in guest registration.
Confirm, cancel, and modify reservations as needed.
Assist in scheduling staff according to labor standards and occupancy forecasts; assign daily tasks and monitor labor costs against the departmental budget.
Ensure agents use the appropriate walk-in sales strategy.
Resolve guest complaints and respond promptly to service requests; follow up to ensure guest satisfaction.
Ensure adherence to hotel procedures for accounting, credit control, financial transactions, security of monies, guest security, and emergencies.
Maintain a professional appearance and follow company policies and procedures; communicate those procedures effectively to subordinates.
Recruit and staff the department using company hiring standards, including behavioral questioning, reference checks, evaluations, and team interviews.
Conduct training classes on safety, security, department procedures, and service guidelines.
Maintain rewards and recognition systems.
Fulfill Manager on Duty shifts.
Ensure the hotel complies with applicable federal, state, and local laws, including EEOC and Wage-Hour laws.