Supervisor, Front Desk - Hotel Vin

Coury Hospitality • Grapevine, TX

18h

About The Position

Must have a true desire to satisfy the needs and expectations of guests and team members in a fast-paced environment. Perform all duties with a focus on operational excellence, leadership presence, and maximizing guest satisfaction. Serve as the leader on duty for the Front Desk during assigned shifts, overseeing daily operations and ensuring service standards are consistently met. Greet all guests and visitors in a friendly, professional manner, maintaining proper eye contact and prompt attention. Proactively identify guests who may need assistance and offer support at all times. Efficiently register arriving guests and visitors, confirm reservation details, and establish accurate guest accounts according to preferences, room type, and payment method. Accommodate room changes, special requests, and operational adjustments in a timely and professional manner. Maintain a high level of knowledge of the hotel, including rates, promotions, room types and layouts, amenities, restaurant offerings and hours, local attractions, and the hotel’s historical significance. Oversee and support Front Desk Agents during shifts, providing guidance, direction, and real-time problem-solving. Assist with training, onboarding, and ongoing development of Front Desk Agents through coaching, observation, and feedback. Provide constructive feedback to team members and partner with management on performance improvement and corrective action as needed. Handle guest concerns and service recovery situations with empathy and professionalism. Authorized to implement approved service recovery gestures within established guidelines and escalate concerns when appropriate. Settle guest accounts upon check-out, ensuring accuracy in billing, payment processing, and adherence to cash handling and accounting procedures. Verify accuracy of front desk transactions and support audit and end-of-day processes as assigned. Assist with shift coverage, call-offs, and schedule adjustments to ensure appropriate front desk staffing. Communicate pertinent guest information to appropriate departments, including special requests, amenity deliveries, room issues, and VIP notes. Utilize hotel systems and guest communication platforms to document guest interactions, incidents, and follow-up actions. Ensure proper key control, security awareness, and adherence to safety procedures, including emergency response, fire/life safety, and evacuation protocols. Properly handle lost and found items in accordance with hotel policy. Report maintenance issues, unsafe conditions, accidents, and injuries promptly to Management and Engineering. Work collaboratively with Valet, Bell Services, Housekeeping, Sales, Accounting, and other departments to ensure seamless guest experiences. Maintain confidentiality of all guest, employee, and hotel information. Report to work in proper uniform and maintain professional grooming and appearance standards. Perform other duties as assigned.

Requirements

• Ability to communicate clearly, professionally, and courteously in English, both verbally and in writing, with guests, team members, and management
• Strong guest service and interpersonal skills with a commitment to service excellence
• Ability to remain calm, professional, and solution-oriented when handling difficult or escalated guest situations
• Demonstrated ability to supervise, coach, and support front desk team members
• Professional appearance and demeanor
• Proficiency with computer systems, including property management systems and standard office equipment
• Previous cashiering and basic accounting knowledge
• Ability to prioritize tasks, multitask effectively, and work efficiently under pressure
• Strong attendance, punctuality, and reliability
• Knowledge of hotel facilities, services, and the surrounding area
• Previous Front Desk and customer service experience required

Nice To Haves

• Opera or Lightspeed PMS experience preferred

Responsibilities

• Satisfy the needs and expectations of guests and team members
• Focus on operational excellence, leadership presence, and maximizing guest satisfaction
• Serve as the leader on duty for the Front Desk during assigned shifts
• Oversee daily operations and ensuring service standards are consistently met
• Greet all guests and visitors in a friendly, professional manner
• Maintain proper eye contact and prompt attention
• Proactively identify guests who may need assistance and offer support at all times
• Efficiently register arriving guests and visitors, confirm reservation details, and establish accurate guest accounts according to preferences, room type, and payment method
• Accommodate room changes, special requests, and operational adjustments in a timely and professional manner
• Maintain a high level of knowledge of the hotel, including rates, promotions, room types and layouts, amenities, restaurant offerings and hours, local attractions, and the hotel’s historical significance
• Oversee and support Front Desk Agents during shifts, providing guidance, direction, and real-time problem-solving
• Assist with training, onboarding, and ongoing development of Front Desk Agents through coaching, observation, and feedback
• Provide constructive feedback to team members and partner with management on performance improvement and corrective action as needed
• Handle guest concerns and service recovery situations with empathy and professionalism
• Authorized to implement approved service recovery gestures within established guidelines and escalate concerns when appropriate
• Settle guest accounts upon check-out, ensuring accuracy in billing, payment processing, and adherence to cash handling and accounting procedures
• Verify accuracy of front desk transactions and support audit and end-of-day processes as assigned
• Assist with shift coverage, call-offs, and schedule adjustments to ensure appropriate front desk staffing
• Communicate pertinent guest information to appropriate departments, including special requests, amenity deliveries, room issues, and VIP notes
• Utilize hotel systems and guest communication platforms to document guest interactions, incidents, and follow-up actions
• Ensure proper key control, security awareness, and adherence to safety procedures, including emergency response, fire/life safety, and evacuation protocols
• Properly handle lost and found items in accordance with hotel policy
• Report maintenance issues, unsafe conditions, accidents, and injuries promptly to Management and Engineering
• Work collaboratively with Valet, Bell Services, Housekeeping, Sales, Accounting, and other departments to ensure seamless guest experiences
• Maintain confidentiality of all guest, employee, and hotel information
• Report to work in proper uniform and maintain professional grooming and appearance standards
• Perform other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed