Front Desk Supervisor

Water's Edge Resort and Spa-posted 5 months ago

Full-time • Entry Level

Westbrook, CT

101-250 employees

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Water's Edge Resort and Spa is accepting applications for our Front Desk Supervisor position. The Front Desk Supervisor will oversee and coordinate the activities of the front desk team to ensure exceptional guest service, efficient operations, and adherence to hotel standards. Additionally, the Front Desk Supervisor will maximize guest satisfaction, revenue generation, and team performance.

Oversee the daily operations of the front desk, ensuring smooth and efficient guest check-in and check-out procedures.
Supervise, train, and mentor front desk agents, providing guidance, support, and performance feedback.
Monitor guest satisfaction levels and address guest concerns promptly and professionally.
Ensure adherence to hotel policies and procedures, including guest registration, payment processing, and security protocols.
Manage guest reservations, confirming bookings, modifying existing reservations, and accommodating special requests.
Handle escalated guest complaints and resolve complex issues effectively.
Monitor and maintain the front desk area, ensuring a clean, organized, and welcoming environment.
Coordinate with other departments, such as housekeeping, maintenance, and food and beverage, to ensure seamless guest service.
Assist with scheduling front desk staff, ensuring adequate coverage and efficient allocation of resources.
Monitor and analyze key performance indicators, such as occupancy rates, average daily rates, and guest satisfaction scores.
Implement strategies to maximize revenue generation and optimize front office operations.
Maintain accurate records and generate reports on front office activities, including guest statistics, revenue summaries, and staff performance.
Assist with the recruitment, selection, and onboarding of new front desk staff.
Participate in departmental meetings and contribute to the development of front office goals and strategies.
Perform any other duties as assigned by the Front Office Manager.

Excellent customer service and communication skills, both verbal and written.
Strong leadership and supervisory skills, with the ability to motivate and guide a team.
Ability to multitask and work efficiently in a fast-paced environment.
Proficient in problem-solving and conflict resolution.
2 years of experience as a front desk agent or in a similar customer service role.
Proficiency in computer systems and hotel management software.
Requires standing for extended periods.
May involve lifting and carrying of up to 20 lbs.
Ability to work flexible shifts, including evenings and weekends.

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