Front Office Supervisor

DRIFTWOOD HOSPITALITY MANAGEMENT•Río Piedras, PR

1d•Onsite

About The Position

The Front Desk Supervisor oversees daily front office operations, ensuring efficient service delivery and high guest satisfaction. This role leads, trains, and monitors front desk associates, reinforcing performance standards, attendance, and compliance with company policies and brand requirements. Responsible for managing the full guest experience, the supervisor ensures accurate check-in/out processes, billing, and payment handling, while resolving guest concerns with sound judgment and appropriate service recovery. The role also supports operational flow by coordinating arrivals, overseeing third-party billing, and maintaining organization within the department. Additionally, the Front Desk Supervisor ensures a safe, compliant work environment, supports training initiatives, maintaining continuity of operations across all shifts.

Requirements

Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
Two years combined prior front desk and supervisor experience.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.

Nice To Haves

High school diploma preferred.

Responsibilities

Oversees daily front office operations, ensuring efficient service delivery and high guest satisfaction.
Leads, trains, and monitors front desk associates, reinforcing performance standards, attendance, and compliance with company policies and brand requirements.
Manages the full guest experience, ensuring accurate check-in/out processes, billing, and payment handling.
Resolves guest concerns with sound judgment and appropriate service recovery.
Supports operational flow by coordinating arrivals, overseeing third-party billing, and maintaining organization within the department.
Ensures a safe, compliant work environment.
Supports training initiatives, maintaining continuity of operations across all shifts.
Communicates effectively both verbally and in writing to provide clear direction to staff.
Assigns and instructs front desk clerks in details of work.
Observes performance and encourages improvement.
Greets guests immediately with a friendly and sincere welcome.
Uses a positive and clear speaking voice, listens to and understands requests, responds with appropriate actions and provides accurate information such as outlet hours and local attractions.
Promptly completes registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates.
Makes appropriate selection of rooms based on guest needs.
Codes electronic keys.
Nonverbally confirms the room number and rate.
Provides welcome folders containing room keys, certificates, and coupons as appropriate.
Closes out guest accounts at time of check out.
In the event of dissatisfaction, negotiates compromise, which may include authorizing revenue allowance.
Verifies and imprints credit cards for authorization using electronic acceptance methods.
Handles cash; makes changes and balances as assigned house bank.
Accepts and records vouchers, travelers’ checks, and other forms of payment.
Performs accurate, moderately complex arithmetic functions using a calculator.
Posts charges to guest rooms and house accounts using the computer.
Promptly answers the telephone using a positive and clear English language.
Inputs messages into the computer.
Retrieves messages and communicates the content to the guest.
Retrieves mail, small packages and facsimiles for customers as requested.
Remains calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees.
Resolves customer complications and complaints by conducting thorough research of the situation and the most effective solutions.
Makes decisions and takes action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
Authorizes revenue allowances to remedy problems only after other alternative solutions have been offered.
Manages Third Party Internet billing and arrivals.
Prepares group arrivals.
Prepares pre-arrival packets as requested/required.
Anticipates flow of arrivals and takes necessary steps to ensure smooth check in/out.
Trains new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel.
Ensures compliance with all brand standards.
Coordinates and tracks successful completion of training on PMS system.
Monitors and tracks time and attendance of associates.
Reinforces attendance policy with staff; recommends progressive discipline procedures for associates who are not in compliance with standard.
Takes actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey.
Works with other supervisory and management staff to address all areas to ensure consistent quality work environment.
Is familiar and able to perform duties on all shifts, including Night Audit and PBX.
Acts as Manager on Duty (MOD) in absence of Front Office Manager.
Turns in all lost and found items and all guest room keys.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to management.
Reports accidents, injuries, near-misses, property damage or loss to management.
Provides for a safe work environment by following all safety and security procedures and rules.
Maintains a neat, clean and well groomed appearance.
Assists other Front Desk Personnel when needed.
Performs any related duties as requested by management.