Front Office Supervisor

DRIFTWOOD HOSPITALITY MANAGEMENT•Dallas, TX

7d•Onsite

About The Position

The Front Office Supervisor provides guidance and leadership to the front desk team to ensure consistent, high-quality customer service at Sheraton Galleria Dallas. The role involves supervising front desk clerks, supporting guest arrivals and departures, handling guest requests and concerns, and helping maintain brand standards and a positive work environment. The hotel operates 24 hours a day, seven days a week, so shift days, start times, and weekly hours may vary. The supervisor must be able to perform duties on all shifts, including Night Audit and PBX, and serves as Manager on Duty in the absence of the Front Office Manager. The position requires continual mobility and standing throughout the front office, effective communication in English, sound judgment in resolving guest issues, and accurate use of hotel computer systems and payment procedures. The supervisor also supports associate training, attendance monitoring, safety and security procedures, and coordination with other supervisory and management staff.

Requirements

Two years of combined prior front desk and supervisor experience.
Ability to effectively handle internal and external customer interactions with patience, tact, and diplomacy, including defusing anger, collecting accurate information, and helping resolve conflicts.
Considerable skill using a calculator and preparing moderately complex mathematical calculations accurately.
Ability to read, listen, and communicate effectively in English, verbally and in writing.
Ability to access and accurately enter information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout the front office and continuously perform essential job functions.
Ability to lift up to 25 pounds.
Ability to work varied shift days, start times, and hours as required by hotel operations, and to perform duties on all shifts, including Night Audit and PBX.

Nice To Haves

High school diploma preferred.

Responsibilities

Communicate clearly with staff, assign and explain work to front desk clerks, observe performance, and encourage improvement.
Welcome guests, listen to requests, provide accurate information, and complete guest registration, room selection, key coding, and check-out procedures.
Handle guest accounts and payments, including credit card authorization, cash and house bank balancing, vouchers, travelers’ checks, room charges, and house accounts.
Answer calls, enter and retrieve messages, and provide guests with mail, small packages, and facsimiles as requested.
Research and resolve guest complaints and complications; offer appropriate solutions and authorize revenue allowances when appropriate.
Manage third-party internet billing and arrivals, prepare group arrivals and pre-arrival packets, and anticipate arrival and departure flow to support smooth service.
Train new agents in daily duties, cash handling, CRM Toolbox use, and hotel organization; coordinate and track completion of PMS training.
Ensure compliance with brand standards and monitor associate time and attendance; reinforce attendance policies and recommend progressive discipline when appropriate.
Take action to support high Associate Satisfaction scores and work with other supervisory and management staff to maintain a consistent, quality work environment.
Perform duties across all shifts, including Night Audit and PBX, and act as Manager on Duty when the Front Office Manager is absent.
Turn in lost-and-found items and guest room keys, follow company policies and safety and security procedures, report hazards and incidents, and help maintain a neat, clean, and well-groomed appearance.
Assist other front desk personnel and perform other related duties as requested by management.