Front Desk Supervisor

Commodore Perry Estate•Austin, TX

2d•Onsite

About The Position

The Front Desk Supervisor supports the management of the Front Office Team and ensures exceptional customer service. This role utilizes interpersonal and communication skills to lead, influence, and encourage others, advocating sound financial/business decision making and demonstrating honesty, integrity, and leadership by example. The supervisor encourages and builds mutual trust, respect, and cooperation among team members. They support all areas of the Front Office in the absence of the Front Office Manager or Front Office Assistant Manager, and support daily Front Desk/Estate Host shift operations, progressing towards Guest Services and Front Desk Goals. This role supports day-to-day operations, ensuring quality and standards to meet customer/guest expectations. The supervisor participates in department meetings and communicates a clear and consistent message regarding Front Office goals. They observe staffing levels to ensure guest service, operational needs, and financial objectives are met, and support same-day selling procedures to maximize room revenue and property occupancy. The role understands the impact of Front Office operations on overall property financial goals and objectives, and provides information to Managers, co-workers, and subordinates. They analyze information and evaluate results to choose the best solution to achieve departmental goals and solve guest incidents. The supervisor informs and/or updates Executives, peers, and subordinates on relevant information in a timely manner. They perform all duties at the Front Office as necessary and ensure the team is set up for success. The role understands the functions of the Bell/Valet Staff, Estate Host/Front Desk, and PBX/Guest Services & Concierge operations to actively participate in training, coaching, or providing guidance. Additional duties are assigned by the Front Office Manager/Front Office Assistant Manager.

Requirements

High school diploma or similar
2 years experience in the guest services, front desk, or related professional area.
Ability to communicate in English with guests/team members to their understanding.
Ability to provide clear and legible written communication.
Adhere to responsible, safe, and conscientious driving rules.
Prioritize, organize and make good judgments.
Ability to work a flexible schedule that includes overnights, weekends, and holidays.
Ability to be a clear thinker and remain calm under pressure.
Ability to work cohesively with other departments and individuals as part of a team.
Maintain flexible work schedule

Nice To Haves

Preferred 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
Previous luxury hotel experience preferred.

Responsibilities

Supporting Management of Front Office Team and Ensuring Exceptional Customer Service.
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity and leads by example.
Encourages and builds mutual trust, respect, and cooperation among team members.
Supports all areas of the Front Office in the absence of the Front Office Manager or Front Office Assistant Manager.
Supports daily Front Desk/Estate Host shift operations, supporting progress towards Guest Services and Front Desk Goals.
Supports day-to-day operations, ensuring the quality and standards to meet customer/guest’s expectations on a daily basis.
Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
Observes staffing levels to ensure that the guest service, operational needs, and financial objectives are met.
Supports same-day selling procedures to maximize room revenue and property occupancy.
Understands the impact of Front Office operations on the overall property financial goals and objectives.
Provides information to Managers, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution to achieve departmental goals and solve any guest’s incidents.
Informs and/or updates Executives, peers, and subordinates on relevant information in a timely manner.
Performs all duties at the Front Office as necessary and ensures the team is set up for success.
Understands the functions of the Bell/Valet Staff, Estate Host/Front Desk, and PBX/Guest Services & Concierge operations to actively participate in training, coaching or providing guidance to them.
Additional duties assigned by Front Office Manager/ Front Office Assistant Manager.