FRONT DESK SUPERVISOR

Texas Western Hospitality Group•Dallas, TX

6d•Onsite

About The Position

The Front Desk Supervisor will assist in the training and supervision of all Guest Services employees, coaching and counseling them regarding career and personal developments. This role motivates staff across all hotel departments and establishes a productive working environment. The supervisor conducts performance evaluations, provides feedback, and oversees guest registration, including confirming, canceling, and modifying reservations. They also assist in scheduling staff according to labor standards and forecasts occupancy, assigning daily work tasks and monitoring labor costs to stay within the departmental budget. Ensuring agents use appropriate walk-in sales strategies and resolving guest complaints to their satisfaction are key responsibilities. The role involves responding promptly to guest requests and complaints, taking appropriate action, and following up to ensure guest satisfaction. Maintaining a professional image through appearance and dress, and effectively communicating company policies and procedures to subordinates are also important. The supervisor is responsible for aggressively staffing the department using company hiring standards and conducting training classes on safety, security, department procedures, and service guidelines. They will maintain rewards recognition systems, fulfill Manager on Duty shifts, and ensure hotel compliance with all federal, state, and local laws.

Requirements

Reliable transportation
Flexible schedule

Responsibilities

Assists in the training and supervision of all Guest Services employees
Coaches and counsels employees regarding career and personal developments
Motivates staff within all hotel departments and establishes a productive working environment
Conducts performance evaluations and provides feedback to employees
Oversees and participates in guest registration
Confirms cancels and modifies reservations as needed
Assists in scheduling staff according to labor standards and forecasts occupancy
Assigns daily work tasks to employees and monitors labor costs to stay within departmental budget
Ensures agents use the appropriate walk-in sales strategy
Resolves guest complaints to the satisfaction of the guest
Responds promptly to any guest request for service
Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security, and emergency procedures
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken
Follows up to ensure guest satisfaction
Provides a professional image at all times through appearance and dress
Follows company policies and procedures and is able to effectively communicate them to subordinates
Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations, and team interviews)
Conducts training classes regarding safety, security, department procedures, and service guidelines
Maintains rewards recognition systems
Fulfills Manager on Duty shifts
Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage-Hour laws