Front Desk Supervisor

MCR Hotels•Chandler, AZ

About The Position

The Front Desk Supervisor is directly responsible for the front desk and night audit teams, with a focus on guest and associate satisfaction. The role supports front office operations, team performance, service quality, occupancy, and controllable expenses. The supervisor may act as Manager on Duty in the absence of the General Manager and/or Assistant General Manager.

Requirements

Two-year college degree or equivalent hospitality experience.
At least one year of front desk supervisory experience.
Exceptional customer service skills.
Outgoing and engaging personality.
Cash handling experience.
Strong people leadership skills.
Intermediate to advanced computer skills and familiarity with common computer software.
Flexible availability for days, nights, holidays, and weekends based on hotel demands.
Excellent English communication skills, including fluent reading, writing, and speaking.
Ability to move continuously and occasionally lift or move up to 20 pounds.

Nice To Haves

Prior brand experience is highly preferred.

Responsibilities

Assist with interviewing, hiring, onboarding, and supporting strong performance of front desk team members.
Act as Manager on Duty in the absence of the General Manager and/or Assistant General Manager.
Review procedures and policies with team members and ensure adherence to established policies and procedures.
Process guest check-ins and check-outs, verify billing, create reservations, and process special requests.
Use knowledge of the hotel property and local attractions to assist guests.
Establish and maintain open, collaborative relationships with direct reports and hotel management.
Comply with Federal and State labor laws.
Investigate and resolve complaints regarding service and accommodations.
Coach and support the front office team in managing occupancy, guest service, and controllable expenses.
Identify service issues and trends, facilitate creative solutions, and support continuous guest satisfaction.
Balance cost controls with exceptional guest service and associate satisfaction.
Maintain strict key controls.