Front Desk Supervisor

The Front Desk Supervisor oversees daily front office operations to ensure exceptional guest service and efficient hotel performance. This role is responsible for supervising front desk staff, managing reservations, resolving guest concerns, and coordinating communication between departments while maintaining high hospitality standards.

Key Responsibilities

• Supervise daily front desk operations, including guest check-in/check-out procedures
• Provide excellent customer service and professionally resolve on-property guest issues and complaints
• Manage and respond to guest emails, inquiries, and special requests in a timely manner
• Handle incoming and outgoing calls with guests, vendors, and maintenance providers
• Coordinate and manage group reservations and rooming lists
• Monitor room availability, rates, and reservation accuracy across booking platforms
• Assist with training, scheduling, and supporting front desk team members
• Coordinate with housekeeping and maintenance departments to ensure guest satisfaction and operational efficiency
• Maintain accurate guest records, billing, and payment processing
• Ensure compliance with hotel policies, procedures, and service standards

Systems & Platforms

• Stayntouch PMS
• SiteMinder
• Tablet Hotels
• Mr & Mrs Smith
• Expedia

Skills & Qualifications

• Strong customer service and problem-solving abilities
• Experience in hotel front desk or hospitality supervisory roles
• Excellent verbal and written communication skills
• Ability to multitask in a fast-paced environment
• Knowledge of hotel reservation systems and OTA extranets
• Professional phone etiquette and conflict resolution skills
• Strong organizational and leadership abilities