Front Desk Supervisor

Front Desk Supervisor

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and providing support to front desk associates. This role involves training and mentoring staff, handling guest concerns, and maintaining efficient check-in and check-out procedures. The ideal candidate is a proactive leader with strong problem-solving skills and a commitment to delivering an outstanding guest experience.

The Front Desk Supervisor will oversee the daily front desk operations, ensuring seamless check-in and check-out experiences. They will greet and assist guests with inquiries, special requests, and complaints, ensuring prompt and professional resolution. They will maintain a high level of customer service by anticipating guest needs and exceeding expectations. They will monitor room availability, rates, and reservations, coordinating with housekeeping and other departments as needed. They will enforce hotel policies and procedures while maintaining flexibility to enhance guest satisfaction. They will supervise, train, and mentor front desk agents to ensure consistency in service and adherence to hotel policies. They will conduct daily briefings and provide updates on occupancy, special events, and VIP arrivals. They will assist in scheduling, shift coverage, and performance evaluations of front desk staff. They will lead by example and foster a positive work environment that encourages teamwork and professional growth. They will handle cash transactions, reconcile daily deposits, and ensure adherence to financial procedures. They will assist in managing front office inventory, including supplies, key cards, and office equipment. They will monitor and respond to online reviews, guest feedback, and internal reports. They will support the Front Office Manager in achieving departmental goals, including revenue management and guest satisfaction metrics. They will assist with other duties as assigned by management.

The Front Desk Supervisor must be able to sit or stand for extended periods of time, bend, lift and pull 50 lbs., communicate clearly, have corrected vision to normal range, and work long hours as needed. They must make sound judgments quickly, work on multiple tasks, make appropriate progress toward deadlines, work independently, take direction, and provide direction to others. They must manage differing personalities within the property, the resort, and the community, maintain the highest degree of confidentiality, and work effectively in stressful, high-pressure situations. They must be able to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.

Full-time Associate Benefits include medical, dental, & vision | HSA & Flexible Spending Account Options | Basic Life & Disability Plan Options | 401K Retirement Plan | Paid Time Off | Holiday Pay | Career Training & Development Opportunities | Tuition Reimbursement | Bereavement Leave | Employee Assistant Program (EAP) | Jury Duty (May vary by state) | Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees.

Part-time Associate Benefits include all above-listed benefits, except for Medical Insurance and Holiday Pay.

On-Call Associate Benefits include Employee Discounts | Employee Referral Bonus | Free meal for all full-service hotel employees.

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.