Front Desk Supervisor

Front Desk Supervisor

The Front Desk Supervisor at The Westin Palo Alto is responsible for overseeing the daily operations of the front desk and ensuring that guests receive exceptional service throughout their stay. The Front Desk Supervisor plays a strong support role to the Front Office Manager and Director of Rooms as well as the entire Front Office team. This individual contributor role requires excellent customer service skills, strong leadership abilities, and the ability to work in a dynamic and fast-paced environment. As a Front Desk Supervisor, you will be an integral part of the hotel's success and contribute to creating a positive guest experience.

Compensation & Benefits: This is a full-time, hourly position with a competitive compensation of $25 per hour. The position also includes biweekly pay and a comprehensive benefits package that includes health insurance, retirement savings plans, and paid time off.

Responsibilities:

• Oversee the daily operations of the front desk, ensuring efficient and timely check-ins and check-outs
• Train and mentor front desk staff on hotel procedures, customer service, and general hotel operations
• Handle guest inquiries and complaints in a timely and professional manner, following hotel policies and procedures
• Monitor occupancy levels and make recommendations for room upgrades or oversell situations
• Maintain accurate records and reports, including daily cash handling and reconciliation
• Assist with scheduling and payroll for front desk staff
• Coordinate with other departments, such as housekeeping and maintenance, to ensure seamless guest experiences
• Act as a liaison between guests and hotel management, escalating any issues or concerns as necessary
• Assist in managing guest room reservations and room blocks for groups or special events
• Conduct pre-shift meetings to ensure all team members are aware of daily tasks and goals
• Ensure all guest information and profiles are accurate and up to date in the hotel's system
• Participate in performance evaluations and provide constructive feedback to front desk staff
• Uphold and enforce all hotel policies, procedures, and standards to ensure a safe and pleasant environment for guests and employees

Requirements:

• High school diploma or equivalent, bachelor's degree in hospitality or related field preferred
• Minimum of 2 years of experience in hotel front desk operations, preferably in a supervisory role
• Excellent customer service and interpersonal skills
• Ability to remain calm and professional in high-stress situations
• Strong organizational and time-management skills
• Knowledge of hotel systems, including Marriott systems, preferred
• Proficient in Microsoft Office and computer skills
• Ability to work flexible hours including evenings, weekends, and holidays as needed
• Must be able to stand for long periods and lift up to 50 pounds
• Evening and Weekend Availability Required

EEOC Statement: The Westin Palo Alto is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to creating an inclusive and welcoming workplace for all employees.