Hotel Front Desk Supervisor

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This position assists the General Manager (GM) with overseeing the safe and efficient operation of the front desk, maximizes profitability; and ensures high levels of guest satisfaction are achieved. This position may direct the work of others, i.e. delegate tasks, and provide training & support, and resources to the front desk staff. Additionally, this position works as part of a team to deliver attentive, friendly, efficient and hospitable service. This includes effective communication, reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out and problem resolution.

Compensation:

$22-$24/hour

Responsibilities:

• Compile occupancy reports and financial information for the general manager
• Direct front desk operations and ensure customer service meets our high standards for guest satisfaction
• Hire, train, and supervise front desk staff, including concierge, front desk agents, and ensure they provide excellent guest services and enforce hotel policies
• Make sure to adhere to the front desk budget and put in orders for office supplies as needed
• Communicate with hotel guests face-to-face and over the phone, ensure all their questions are answered satisfactorily, and handle any complaints

• Assist with coverage, scheduling and training for Front Desk
• Assist in managing all aspects of the reservations process (room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
• Keep up-to-date on in-house groups and functions (reviews group cover sheets to be aware of special needs and requests)
• Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
• Assist in overseeing front desk accounting functions including cash banks, A/R, credit card processing and night audit functions
• Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
• Maintain full knowledge of all room types, features, locations, rates
• Check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
• Monitor rates and other revenue management functions daily, including balancing room inventory and group blocks
• Assist in maximizing room revenue and promotions; train others in suggestive selling techniques and proper processing of reservations
• Welcome and check-in guests in a friendly and efficient manner; exercise excellent customer service and phone etiquette
• Ensure transfer of information from shift to shift
• Knowledge and maintenance of front desk systems and office equipment (proper operation and training of others)
• Monitor cash-handling standard operating procedures
• Account for assigned cash drawer(s) and cash balances; possess general knowledge of bookkeeping and audit procedures
• Maintain open lines of communication between Front Desk and other departments, i.e. Identify, communicate and follow-up on maintenance issues
• Train/Monitor proper operation and etiquette in department use of telephones and radios
• Answer and transfer calls in timely (3 rings) and courteous fashion
• Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met
• Maintain familiarity with local restaurants and attractions and provide guests with suggestions and directions
• Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls
• Confirm guest satisfaction at check-out and take appropriate corrective action if necessary
• Keep adequate inventory of front desk and guest supplies available at all times; communicate shortages as necessary

Qualifications:

• Applicants must have a high school diploma or GED
• Have superb communication skills, management skills, and multitasking skills
• Bookkeeping skills and experience with MS Office a plus
• Prior hospitality experience of 1 year is required for this position
• 2 or more years of experience as a front desk supervisor or related office management position in the hospitality industry

About Company

Both hotels are located in Rehoboth Beach, Delaware. Between both, we will have 41 rooms. One of the buildings is being newly renovated and is expected to open in June 2025, and the other building is an existing boutique hotel located within 0.1 miles distance, both within a mile of the beach.

Rehoboth Beach, Delaware, is a charming coastal town known for its clean, family-friendly beaches and vibrant boardwalk lined with shops, restaurants, and amusements. It offers a mix of small-town charm and lively nightlife, making it a great destination for both relaxation and entertainment.