Front Office Supervisor

Choice Hotels - Nashville, TN

Full-time - Entry Level

Nashville, TN

Accommodation

About the position

The Front Office Supervisor is responsible for delivering exceptional guest service in a fast-paced hotel environment, ensuring 100% guest satisfaction. This role involves overseeing the Front Office operations, managing guest arrivals and departures, and supervising front office staff to maintain high service standards.

Responsibilities

• Provide superior guest service to ensure 100% guest satisfaction.
• Oversee PBX and Front Office Operations.
• Process incoming guests and ensure a seamless arrival and departure experience.
• Handle guest complaints and record resolutions in the 'Make it Right' log.
• Work with other departments to arrange services requested by guests.
• Prepare end of shift summaries and communications for management.
• Encourage upselling of accommodations and promote hotel amenities.
• Make reservations according to hotel's yield management practices.
• Process customer credit at check-in following hotel policy.
• Supervise Front Office operations and employees, providing training and evaluation.
• Monitor front office processes and suggest improvements to management.
• Complete detailed shift reports and prepare for hotel events.
• Stock and replenish front office tools and materials.
• Develop strategies to support employee engagement and provide ongoing feedback.

Requirements

• Minimum two years in a hotel front desk position required.
• Previous management experience required.
• High school diploma or GED required; bachelor's degree preferred.
• Strong organizational, critical thinking, and problem-solving skills.
• Strong computer systems skills including reservations and reporting systems.
• Proficient in Microsoft Office suite and reporting systems.
• Ability to work well in stressful, high-pressure situations.
• Strong attention to detail and mathematical skills required.
• Commitment to exceptional guest service.
• Willingness to work a flexible schedule including weekends and holidays.

Nice-to-haves

• Experience in a supervisory role in the hospitality industry.
• Familiarity with hotel management software.

Benefits

• Flexible scheduling options.
• Opportunities for career advancement.
• Employee discounts on hotel stays.