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

Azul Hospitality•Phoenix, AZ

23h•Onsite

About The Position

Assist the Front Office Manager with the daily operations of the Front Desk Department and Guest Service areas, ensuring the front desk meets hotel standards for guest satisfaction. The role oversees guest registration, checkout, telephone service, staff performance and training, room availability, arrivals, departures, staffing, reports, and guest concerns. The supervisor helps maximize hotel revenue, supports hiring and staff administration, and communicates relevant information across shifts and departments. The position also requires compliance with company, safety, security, attendance, grooming, and operating policies. Duties may vary according to hotel needs and may include other reasonable tasks assigned by supervisors.

Requirements

High school diploma or equivalent required.
Prior Front Desk experience required.
Ability to speak, read, write, and understand the primary workplace language.
Good verbal, written, and electronic communication skills.
Considerable knowledge of complex mathematical calculations and computer programs; basic computer skills and computational ability.
Excellent leadership and customer relations skills; detail orientation and strong organizational and communication skills.
Ability to deal effectively with internal and external customers, exercise patience, tact, and diplomacy, collect accurate information, and resolve conflicts.
Knowledge of basic Windows OS, MS Office, PMS, PBX, key systems, and POS.
Self-driven ability to work independently, strong issue-resolution skills, and analytical skills with attention to detail.
Ability to perform the essential functions with or without reasonable accommodation.
Ability to work varying schedules to reflect hotel business needs.
Ability to meet the described physical demands, including standing and moving for extended periods, lifting up to 45 pounds, pushing or pulling equipment up to 250 pounds, and performing the listed physical and communication tasks.

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 procedures are followed, including courteous guest service, proper identification and credit verification, and accurate posting, cash handling, account settlement, and deposits.
Maximize hotel revenue through upselling, occupancy strategies, and parking revenue procedures, including ticket accountability and cash handling.
Ensure guest complaints and requests are handled professionally and followed through; monitor and respond to guest satisfaction surveys and other guest comments.
Direct and train Front Office staff; assist with new-hire and ongoing training.
Organize staff breaks and ensure front desk and telecommunications work is completed efficiently and on schedule.
Participate in hiring new staff members.
Assist with staff transaction forms, performance appraisals, and other staff service forms as appropriate.
Review expected arrivals, verify VIP and special-request reservations are pre-registered and properly blocked, and notify other departments of room assignments.
Review daily room availability, check departure status, and inform staff of relevant information.
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 completion of required daily reports and forms.
Assist with guest inquiries; follow company and safety and security policies; report maintenance problems, safety hazards, accidents, and injuries; and perform other reasonable duties as requested.
Maintain regular attendance, attend scheduled training sessions and meetings, and comply with hotel rules, grooming, and uniform standards.