Front Office Supervisor

Position Overview The Front Office Supervisor works closely with the Manager of Front Office to oversee daily operations of the front desk, ensuring exceptional guest experiences and smooth check‑in/check‑out processes. The Supervisor handles guest inquiries and collaborates with other hotel departments to maintain high service standards and guest satisfaction. Essential Duties and Responsibilities Supervise the front desk, providing guidance, coaching, and support to ensure high‑quality service delivery. Oversee check‑in and check‑out processes, ensuring efficiency, accuracy, and adherence to hotel policies and procedures. Handle guest inquiries, requests, and complaints, striving to resolve issues promptly and to the guest’s satisfaction. Coordinate with the reservations team to manage room inventory, handle room allocations, and maximize room revenue. Ensure a welcoming and efficient reception for all guests, visitors, and vendors. Supervise cash handling procedures, including processing of guest payments, room deposits, and billing adjustments. Assist in training front office staff on service standards, guest relations, and hotel policies. Supervise front office shifts and ensure smooth handovers between shifts. Collaborate with other hotel departments such as housekeeping, concierge, and maintenance to address guest needs. Conduct regular inspections of front office areas, ensuring cleanliness, organization, and adherence to brand standards. Additional duties may be added or modified as necessary. Qualifications Minimum 21 years of age. Bachelor’s Degree in business, hospitality, hotel, or related field and/or equivalent combination of education and experience. Minimum one year of experience in front desk, VIP services, or casino services for a large‑scale luxury resort. Minimum six months of supervisory/management experience in front desk or guest services. Proficiency with HMS. Knowledge of front desk operations in a high‑volume luxury hotel, gaming preferred. Highly motivated and energetic personality with a strong commitment to excellence in hospitality. Ability to maintain composure in busy and stressful situations. Ability to manage, prioritize, and delegate multiple projects simultaneously. Ability to maintain confidentiality of sensitive guest and company information. Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook). Knowledge of all aspects of hotel operations including revenue optimization, resort services, and back‑of‑house operations. Technical literacy, understanding of hospitality management programs and hotel technology innovations. Ability to influence and drive collaboration with individuals or groups at various levels. Demonstrated ability to maintain consistent, high‑quality service levels. Willingness and ability to work a flexible schedule, including nights, holidays, and weekends. Experience in a fast‑paced, busy environment. Supervisory Responsibilities This position does not have any direct supervisory responsibilities. Certificates, Licenses, Registrations Member must qualify for licenses and permits required by federal, state, and local regulations. Language Skills Ability to read and interpret documents in English, communicate verbally in English, and write in English. Reasoning Ability Apply commonsense understanding to carry out instructions and solve problems involving several concrete variables in standardized situations. Physical Demands Regularly required to stand, use hands and fingers to handle objects, reach, use arms, talk or hear. Must reach, lift, push, pull, bend, twist, stoop, stack, crouch, kneel, and balance. Lift up to 10 pounds regularly, 25 pounds frequently, up to 50 pounds occasionally. Work Environment Work environment usually moderate noise level; may be exposed to secondhand tobacco smoke. Compensation $24 per hour. Salary will be commensurate with experience and skill set. #J-18808-Ljbffr