Front Office Supervisor

Hampton Inn Home2 Suites San Antonio River Walk•San Antonio, TX

9d•Onsite

About The Position

The Front Office Supervisor is responsible for overseeing all guest interactions at the front desk, including registration, departure processing, and communication of hotel services. This role involves assisting staff with guest issues, ensuring compliance with hotel procedures, and creating a welcoming atmosphere for guests. The ideal candidate will demonstrate strong ownership, responsibility, and a customer-focused approach.

Requirements

Must be able to communicate effectively in English, both written and verbally.
Must be able to stand for extended periods.
Must be able to lift up to 20 lbs.
Previous experience in front office or customer service roles is preferred, especially in a hospitality setting.

Nice To Haves

Self-starter and enjoys taking initiative.
Excellent communication and interpersonal skills, thriving in guest-facing roles.
Works well in a team environment and is committed to exceeding guest expectations.
Strong time management skills and can effectively handle multiple tasks.

Responsibilities

Provide exceptional customer service to all guests, ensuring a comfortable and accommodating stay while achieving team and brand goals.
Perform quality assurance (QA) checks for the front office department.
Ensure compliance with hotel policies, procedures, and relevant federal, state, and local ordinances regarding personnel, security, cash handling, guest relations, and safety.
Remain highly visible and readily available for guests, taking initiative to offer assistance or answer questions.
Adhere to hotel credit policies and procedures, including credit card authorization, direct billing, cash payments, and incidental deposits.
Manage guest complaints, documenting requests, issues, or problems, and ensuring follow-up to achieve guest satisfaction.
Greet, register, upsell, issue room keys, and assign rooms efficiently and warmly to guests.
Answer inquiries about the hotel, amenities, local dining, attractions, and provide travel directions.
Accurately check out guests and communicate departures with housekeeping.
Make, confirm, and cancel reservations through telephone, computer, and written communication.
Answer and route internal and external phone calls clearly and professionally.
Update the shift log regularly to maintain clear communication between shifts.
Maintain cleanliness and organization of the lobby, coffee stations, and front desk area.
Assign tasks and ensure front-of-house positions are adequately covered during shifts.
Order products and conduct inventory for the Suite Shop.
Train, supervise, and support front office staff, ensuring proper procedures and high standards of service.
Recruit and train new front office team members.
Perform other duties as assigned by management.