Front Desk Supervisor- Asbury Ocean Club

Sage Hospitality•Asbury Park, NJ

11d•$20 - $21•Onsite

About The Position

The Front Desk Supervisor leads the front desk team during each shift at Asbury Ocean Club Hotel, ensuring guest interactions reflect the property’s warm, personalized service. The supervisor supports front desk agents, manages daily operations, resolves guest concerns, and helps maintain service standards. This role serves as an ambassador of hospitality and inspires guests and associates through a commitment to excellence. The position supervises front desk operations, coaches and trains team members, and handles guest arrivals, departures, reservations, inquiries, payments, and account records. It also involves operating PBX equipment, maintaining cash-handling procedures, and keeping informed about hotel and local activities to provide knowledgeable service. The role supervises five or more associates and may perform other duties as assigned. The work is primarily indoors at a climate-controlled workstation, with prolonged standing and frequent communication with guests in person and by telephone. Limited lifting, pushing, pulling, and carrying of luggage or a bell cart may be required.

Requirements

High school education or equivalent experience.
At least one full year of employment experience in a related position with this company or another organization.
Understanding of hotel front office procedures.
High school graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Knowledge of company and hotel policies and procedures, and the ability to determine a course of action based on those guidelines.
Supervision and management skills.
Ability to communicate information and hotel services to management and guests; a second language may be required.
Ability to operate a computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to communicate frequently in person and by telephone; excellent speech communication skills for continual guest interaction.
Ability to read written communications, analyze reports, and view a monochrome computer screen.
Literacy sufficient to analyze report data, prepare reports, and initiate correspondence.
Ability to stand for most of the shift; the description states continuous standing for 80% and 90% of the time.
Limited ability to lift up to 50 pounds of guest luggage, push or pull a bell cart weighing up to 50 pounds, and carry up to 25 pounds of guest luggage.

Responsibilities

Supervise front desk operations to ensure guests receive an optimal level of service and hospitality.
Train, direct, coach, and counsel front desk team members, and resolve team issues or problems.
Resolve guest issues, complaints, and problems promptly and efficiently to maintain customer satisfaction and quality service.
Complete check-in procedures for arriving guests and facilitate departures, close guest accounts, and make rooms available for the next guests.
Calculate and post payments, receipts, guest accounts, and other forms of credit using accurate cash-handling methods and established procedures.
Answer inquiries from potential guests and accept hotel reservations courteously and accurately.
Use suggestive selling techniques to sell room nights and increase occupancy and revenue.
Maintain good customer relations by staying informed about in-house and area functions and providing timely, knowledgeable responses in person and by telephone.
Operate PBX equipment, assist with outgoing calls, schedule and set wake-up calls, and page guests.
Control front desk cash transactions and maintain responsibility for a personal bank in accordance with hotel bank agreement policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Medical, dental, and vision insurance
Health savings and flexible spending accounts
Basic life and AD&D insurance
Company-paid short-term disability
Paid time off for vacation, sick time, and holidays
Eligibility to participate in the company’s 401(k) program with employer matching
Employee assistance program
Tuition reimbursement
Discounts on hotels, restaurants, and other offerings
Eligibility to participate in the Employee Referral Bonus Program, with up to $1,000 per referral