Front Office Supervisor

Carter Hospitality Group•Kissimmee, FL

About The Position

The Front Office Supervisor oversees daily Front Office Operations and is responsible for delivering outstanding guest service, supervising team member performance, and maintaining hotel service standards. The role oversees check-in and check-out, lobby traffic, luggage assistance, rates, and availability. Additional supervisory duties include scheduling, training, discipline, and leading pre-shift meetings. The supervisor manages front desk operations and supports guest services, reservations, cashiering, coordination with other departments, group contracts, room assignments, timeshare reservations, and owner revenue monitoring as required. The role also follows hotel policies, security procedures, emergency procedures, and lost-and-found policies, and reports relevant issues to the Front Office Manager.

Requirements

Previous hotel and/or supervisory experience is required.
Preferably at least six months of experience in a related field; hospitality experience is preferred.
Must have reliable transportation.
Must pass pre-employment testing, such as a drug test and background check.
Must have full availability to work days, evenings, nights, weekends, and holidays.
Strong communication, organizational, and computer skills.
Ability to stand for long periods and work in a fast-paced environment.
Ability to maintain composure and control in difficult situations and exercise good judgment.
Good communication and interpersonal skills.
Ability to read, write, and speak English.
Ability to hear, understand, follow, and give written and oral instructions.
Ability to manage stressful conflicts involving groups, individuals, and coworkers.
Ability to plan, organize, and conduct a wide variety of activities.
Knowledge of leadership techniques.
Ability to communicate clearly and professionally and develop and maintain positive working relationships.
Ability to reach, bend, twist, pull, push, grasp, walk, stand, stoop, kneel, run, sit, climb, reach overhead, and bend for periods of less than eight hours per day.
Ability to frequently lift up to 30 pounds to chest height for periods of less than four hours per day.

Nice To Haves

Multilingual ability is a plus.
Hospitality experience is preferred.

Responsibilities

Supervise the operations of the Front Desk.
Maintain employee productivity and morale, and provide strong guest service.
Ensure hotel policies and procedures are followed.
Assist the Front Office Manager with employee training, including guest service, brand standards, hotel policies and procedures, and property management systems.
Check guests in and out according to hotel and brand standards.
Inform guests about hotel facilities, policies, and procedures, and provide tourist information.
Operate the hotel phone system, transfer calls, and take accurate guest messages.
Take, modify, and cancel guestroom reservations and reconcile reservations in extranets.
Handle guest inquiries, requests, and complaints.
Coordinate with other departments to fulfill guest special requests.
Perform cashier duties, cash travelers’ checks, and post phone and miscellaneous charges to guest accounts.
Follow procedures to help ensure the security of guests and employees, and know hotel emergency procedures.
Maintain cleanliness of the Front Office area.
Notify the Front Office Manager about problems or situations involving guests, the hotel, or employees.
Attend rooms and management meetings as required.
Secure guest valuables by processing lost-and-found items according to policy and procedure.
Remain accessible to front desk agents.
Enter group contracts, monitor blocks and block releases, and liaise with the sales department.
Complete room assignments daily.
Monitor unit usage and owner revenue as required by the property.
Ensure accurate entry of timeshare reservations and allocations.
Follow hotel work rules, procedures, and policies, including those in the employee handbook.
Perform other duties assigned by management.
Schedule, train, and discipline team members, and lead pre-shift meetings.
Oversee check-in and check-out, lobby traffic, luggage assistance, rates, and availability.