Front Desk Supervisor

The Front Desk Supervisor manages the reception area, leads the front desk team, ensures excellent guest service, handles check-ins/check-outs, resolves issues, maintains operational standards, and acts as manager on duty in the absence of the reporting manager. Must be available to work weekends and holidays. Responsibilities: • Maintain a strong presence at the Front Desk, being visible and accessible to our guests and associates. • Supervise the work of the Front Office team, ensure the required work is completed properly and in a timely manner. • Provide feedback in real time to the Front Desk team as continued coaching and counseling. • Always ensure outstanding customer care. • Maintain a friendly, cheerful, and courteous demeanor. • Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. • Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue. • Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation. • Adhere to company credit limit/floor limit policies. • Allocate rooms to expected arrivals after checking the guests’ preferences and special requests. • Build strong relationships and liaise with all other departments. • Operate the PBX equipment, including assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests. • Controls cash transactions at the front desk and maintains complete responsibility for the personal bank as specified by the hotel bank agreement policy. • Perform other duties as assigned, requested, or deemed necessary by management. • Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD. • Take responsibility in the absence of any desk agent. Qualifications: • Excellent communication skills, both written and verbal. • Ability to use a moderately complex computer system. • Ability to work as part of a team and be a self-starter. • Ability to multitask and remain collected under pressure. • Desire to provide excellent service to each guest regardless of the situation. EDUCATION AND EXPERIENCE REQUIRED: • At least two (2) years’ experience at a full-service hotel in rooms division, with at least one (1) year in a supervisory role, is required. • Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred. • Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred. PHYSICAL REQUIREMENTS: • Ability to stand or sit for extended periods of time. • Ability to lift up to thirty (30) pounds. Compensation: $18.50 hourly

• Maintain a strong presence at the Front Desk, being visible and accessible to our guests and associates. • Supervise the work of the Front Office team, ensure the required work is completed properly and in a timely manner. • Provide feedback in real time to the Front Desk team as continued coaching and counseling. • Always ensure outstanding customer care. • Maintain a friendly, cheerful, and courteous demeanor. • Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns. • Uses suggestive selling techniques to sell room nights, increase occupancy, and revenue. • Train, direct the work of, resolve issues/problems, and coach and counsel the front desk team members to ensure a quality operation. • Adhere to company credit limit/floor limit policies. • Allocate rooms to expected arrivals after checking the guests’ preferences and special requests. • Build strong relationships and liaise with all other departments. • Operate the PBX equipment, including assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb), and paging for in-house guests. • Controls cash transactions at the front desk and maintains complete responsibility for the personal bank as specified by the hotel bank agreement policy. • Perform other duties as assigned, requested, or deemed necessary by management. • Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD. • Take responsibility in the absence of any desk agent. • Other duties as assigned by management.