Front Desk Supervisor

The Front Office Supervisor is responsible for assisting the Front Office team while providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy. Approach all encounters with guests and employees in a friendly, service-oriented manner. Ensure team members are attentive, friendly, helpful, and courteous to all guests, managers, and fellow team members. Serve as a shift leader and point of contact for Front Office team members in the absence of management. Obtain all necessary information when taking room reservations and follow established rate-quoting procedures. Monitor all VIP arrivals and special guest requests. Fully comprehend and operate all relevant aspects of the Front Desk computer system. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Be aware of all rates, packages, and promotions currently underway. Be familiar with all in-house groups and hotel events. Be aware of all closed out and restricted dates. Complete and ensure that proper bucket checks, room rate verification reports, and housekeeping reports are accurately completed and filed. Establish and maintain effective communication and teamwork with fellow employees and other hotel departments. Have knowledge of and assist in all emergency procedures as required. Oversee and ensure that all guests are checked in and checked out in a friendly, efficient, and courteous manner. Address routine guest concerns and escalate issues to management as appropriate. Perform, complete, and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner. Be able to perform all duties of a Guest Services Agent. Run room status reports in a timely manner and relay necessary information to affected departments and individuals. Monitor key control procedures to maintain hotel security. Assist with onboarding and training new team members as directed. Perform other duties as assigned. Job Requirements: High School diploma or equivalent required. At least 2 to 3 years of progressive experience in a hotel or related field required. Previous front desk or guest services experience required. Previous supervisory or lead experience preferred. College coursework in Hospitality Management or a related field preferred. Strong guest service, communication, and problem-solving skills. Ability to work flexible schedules, including evenings, weekends, and holidays. Source: Hospitality Online