Hotel Front Desk Supervisor
About The Position
Responsible for the successful operation of the Hotel Front Desk and assuring that guests have a favorable hotel experience. This role involves providing excellent guest service, supporting company culture, and ensuring associates are knowledgeable about hotel offerings and local area information. The supervisor will work with the Hotel Assistant Manager on pricing strategies and updating online travel planning websites, while also ensuring departmental compliance with laws and policies. Key responsibilities include managing staffing levels, conducting staff meetings, and maintaining high standards of service and operational quality.
Requirements
- Associate degree in Hotel management or related area from a two-year college or university, or three to five years related experience and/or training, or an equivalent combination of education and experience.
- Directly supervises the activities of the Front Desk.
- Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
- Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work, appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.
Responsibilities
- Provide excellent guest service to both internal and external guests.
- Actively support the company culture of creating a fun and entertaining experience for internal and external guests.
- Support associates in handling guest requests and inquiries to ensure a positive outcome is achieved.
- Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.
- Ensure all Associates have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties.
- Work with Hotel Assistant Manager to ensure hotel is market competitive with pricing and properly yielded between cash and comp customers.
- Administer and enforce departmental policies and performance standards.
- Assist the Hotel Assistant Manager to update travel-planning websites like Expedia, Travel Click and Booking.
- Ensure departmental compliance with applicable Federal and State laws governing Hotel operations.
- Review Front Desk Associate concerns, discussing needed changes and potential solutions.
- Maintain appropriate staffing levels at the Hotel Front Desk, by interviewing, selecting, training, scheduling, evaluating, promoting, assisting with career development, disciplining and terminating Associates, as needed.
- Facilitate the flow of information throughout the property, by organizing and conducting staff meetings with Front Desk, and housekeeping staff ensuring all company policies and procedures are communicated properly to all associates.
- Ensure quality of management operations in all areas of the department according to company standards.
- Review departmental reports, addressing potential conflicts and/or misinformation and react accordingly.
- Ensure a maximum level of service and satisfaction throughout the property, in the area of hotel, is achieved and maintained.
- Held accountable, to the highest degree, for the accuracy and thoroughness of departmental records and reports.
- Perform all other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
