Front Desk Supervisor

Hotel Phillips Kansas City•Kansas City, MO

About The Position

The Front Desk Supervisor (FDS) helps deliver hotel performance objectives and supports the Operations Manager with Front Office accounting and human resources functions. The role focuses on training, supervising, and scheduling the front desk team, and serves as the lead point person for Front Desk technology systems and in-house guest marketing initiatives. In the absence of the General Manager and Operations Manager, the FDS represents the hotel to guests and also performs Guest Service Agent duties. The FDS supervises front desk and reservation operations, supports guest satisfaction and service recovery, oversees cash and credit card security and transactions, and works with the hotel property management system to adjust occupancy and rates according to market conditions. The role requires guest-facing service, coordination with other shifts and departments, and compliance with applicable health, safety, and alcohol-service laws.

Requirements

High school diploma or equivalent required.
Two years of previous hotel front desk experience required.
Fluent English speaking, reading, and writing ability.
Professional verbal and written communication skills.
Experience with Microsoft Office and Opera systems required.
Ability to frequently stand, bend, climb, kneel, and move about the facility.
Ability to carry, lift, or pull items weighing up to 50 pounds.
Frequently handle objects and equipment.
Work mornings, evenings, weekends, and holidays.

Nice To Haves

Ability to speak languages other than English is beneficial.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem-solving, reasoning, motivating, organizational, and training abilities preferred.

Responsibilities

Train front desk staff on operations, hotel facilities and services, local directions, and safety and emergency procedures; ensure they have supplies needed for their duties.
Supervise front desk and reservation functions to ensure superior guest service and protect monies, credit card transactions, and guest information.
Oversee reservation strategy for seasonal demand, including room type and length-of-stay pricing; use the property management system to adjust occupancy and rates based on market conditions.
Establish effective Front Desk communication and information systems through logs, department meetings, and one-on-one staff interaction.
Ensure guest special requests are fulfilled and guest services are delivered properly.
Establish and implement service recovery guidelines and respond promptly and professionally to guest complaints or concerns.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information about hotel services and room locations, and answer phones promptly and courteously.
Supervise accurate processing of cash and credit card transactions, including posting charges, completing cashier and other reports, preparing deposits, and counting and securing assigned cash banks.
Communicate outstanding guest requests or issues to management when additional monitoring or follow-up may be required.
Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state, and local laws regarding health, safety, and alcohol services.
Perform Guest Service Agent duties and other duties as assigned.