Hotel Front Desk Supervisor

DelMonte Hotel Group•Rochester, NY

About The Position

DelMonte Hotel Group is seeking an experienced, driven Front Desk Supervisor to assist with supervision of associates in the Front Office Department and support a positive guest and colleague experience. The supervisor carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including helping hire and train associates, planning and directing work, appraising performance, recognizing and disciplining associates, addressing complaints, and resolving problems. The role combines guest services and front-office operations with administrative support. Duties include welcoming and registering guests, handling reservations and payments, monitoring and blocking rooms, supporting shift coverage and cash and key controls, providing information about hotel services and the local area, and helping maintain the front office and lobby. The supervisor also supports staff training, departmental communication, recordkeeping, forecasting, billing issue resolution, reconciliation, inventory, payroll, accounting, and purchasing tasks. At hotels with a shuttle, the role may include scheduling shuttle runs and safely transporting guests.

Requirements

6 months to 1 year of related experience, one year of college or technical school, or an equivalent combination of education and experience.
Solid organizational, time-management, and prioritization skills.
Exceptional customer service skills.
Excellent communication skills.
A valid driver's license from the state of residence, with no major violations.
Self-motivation, a strong work ethic, and a drive to exceed expectations.

Responsibilities

Assist with supervising Front Office associates and carry out supervisory responsibilities in accordance with organizational policies and applicable laws.
Assist with hiring and training associates; plan, assign, and direct work; appraise performance; reward and discipline associates; address complaints; and resolve problems.
Greet and register guests and assign rooms.
Answer telephone calls.
Post room, food, and telephone charges; compute bills; collect payments; and make change.
Make and confirm reservations, monitor room availability, and block rooms.
Program wake-up calls and handle guest mail and messages.
Perform check-out services.
Open and close shifts and make cash drops as necessary.
Maintain market stock and the coffee area as needed.
Assist in ensuring proper cash and key control procedures are followed.
Assist in maintaining proper shift coverage, including covering meal breaks and call-offs.
At hotels with a shuttle, schedule shuttle runs and provide safe transportation to guests as needed.
Provide guests with information about hotel services and hours, including restaurant, pool, lounge, and room service availability.
Provide guests with directions and information about the local area.
Support departmental communication through logs, daily stand-up meetings, and monthly department meetings.
Assist with training Front Office staff, including position, brand, and applicable food safety training.
When applicable, help ensure food quality, sanitation, and proper food-handling standards.
Perform administrative tasks for management, including room forecasting, processing guest billing issues, tracking service trends, cash drawer and deposit reconciliation, supply inventory, department payroll, accounting, and purchasing functions.
Maintain current records and files.
Ensure cleanliness of the front office, lobby, and surrounding areas.
Help check fixtures, equipment, and conditions—including lighting, music, heating and cooling, furniture, and wallpaper—for proper operation, settings, and maintenance; report deficiencies.