Front Desk Supervisor - Croydon Hotel
About The Position
The Front Desk Supervisor is responsible for ensuring all guests are promptly checked-in and out of the hotel, and all guest requests and queries are handled politely and efficiently in accordance with hotel standards. This role also involves assisting with the supervision of the Front Desk Agents as required. The supervisor must approach all encounters with guests and employees in a professional and personalized manner, exuding confidence and leadership skills while encouraging safe and efficient resort operations. They will help management apply the credit policy and guest billing policy, actively participate in daily briefings and meetings, and maintain a discrete demeanor in all guest areas. Ensuring the safety and confidentiality of guest matters, knowing all hotel emergency procedures, and effectively communicating promotions are key responsibilities. The role includes building rapport with VIPs, escorting guests, making welfare calls, encouraging feedback, offering special arrangements, and maintaining a database of guest preferences. The supervisor is expected to take responsibility for resolving guest dissatisfaction and ensuring the lobby area is kept neat and clean. They may also perform tasks of an Assistant Front Desk Manager or General Manager when needed, and any other duties assigned by their manager.
Requirements
- A minimum of (3) years of supervisor experience in a Front Office Environment.
- A minimum of (2) year of hotel experience in a supervisory level.
- Must be able to work independently and exercise good judgment to resolve issues.
- Flexible schedule.
- Able to work weekends and holidays.
- Excellent communication skills, both written and oral.
Nice To Haves
- Bachelor degree in hospitality management preferred or equivalent relevant management experience.
Responsibilities
- Providing prompt yet personal service at times of check-in and check-out.
- Approaching all encounters with guests and employees in a professional and personalized manner.
- Assisting management in applying the credit policy and guest billing policy.
- Actively participating in daily briefings and meetings.
- Ensuring the safety and confidentiality of all matters pertaining to guests in accordance with hotel standards.
- Knowing all hotels emergency procedures.
- Understanding and communicating promotions and enhancements effectively with employees and guests.
- Building rapport with VIP's and distinguished visitors; escorting guests to rooms, making welfare calls, encouraging feedback throughout their stay.
- Offering to handle special arrangements during guest stay; coordinating future visits.
- Maintaining a database of guest preferences, habits, and special dates.
- Taking responsibility for any guest dissatisfaction situation and ensuring the matter is resolved.
- Ensuring the lobby area is kept neat and clean.
- Performing the tasks of Assistant Front Desk Manager or General Manager when needed.
- Performing any other duties assigned by his/her manager.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
