Front Desk Supervisor - 21c Hotel Cincinnati

Job Description

Job Description

JOB DESCRIPTION:

The Front Desk Supervisor is responsible for supporting the daily operations of the front desk while ensuring exceptional guest service standards are maintained at all times. This position assists with supervising front desk staff, handling guest concerns, monitoring daily operations, and ensuring all front office procedures are followed accurately and professionally. The Front Desk Supervisor leads by example through positive guest interaction, attention to detail, and strong communication skills. Essential hospitality standards must always be used: eye contact, smile, speak first, engage in polite conversation, and use the guest surname.

JOB RESPONSIBILITIES:

• Consistently provide a high level of customer service to all guests and visitors
• Assist in supervising and supporting Front Desk Agents during assigned shifts
• Ensure smooth front desk operations including guest registration, check-in, and check-out procedures
• Handle guest concerns, complaints, and service recovery in a professional and timely manner
• Assist with training and coaching Front Desk Agents on hotel policies, procedures, and guest service standards
• Conduct pre-assignment of hotel rooms, including VIPs, repeat guests, packages, and special requests
• Answer all phone calls promptly and professionally while providing complete and accurate information
• Complete all required reports, checklists, and shift duties before the end of shift
• Monitor room availability, occupancy, and daily selling status of the hotel
• Ensure proper credit card and cash handling procedures are followed
• Open, secure, and balance daily shift banks, including verification of cash, check, and credit card transactions
• Follow and enforce established key control and security procedures
• Assist with scheduling coverage and communicating operational needs to management
• Submit all lost and found items with completed documentation according to hotel policy
• Maintain knowledge of the local area, attractions, services, and events to assist guests when needed
• Ensure compliance with hotel safety, fire, and emergency procedures
• Maintain communication with housekeeping, engineering, and other departments to ensure guest satisfaction
• Assist management with special projects, audits, and operational assignments as directed
• Perform all other duties assigned by immediate supervisor or hotel management

JOB QUALIFICATIONS:

• High school diploma or equivalent required; previous hotel front desk experience preferred
• Prior supervisory or leadership experience preferred
• Strong customer service, communication, and problem-solving skills
• Ability to read, analyze, and interpret procedure manuals and operational reports
• Ability to handle difficult situations professionally and exercise sound judgment
• Must demonstrate accountability, dependability, and professionalism
• Ability to multitask and work efficiently in a fast-paced environment
• Must be able to operate hotel property management systems and basic office equipment
• Ability to work flexible schedules including evenings, weekends, and holidays
• Must maintain organization and accuracy while balancing shift transactions and completing reports
• While performing the duties of this job, the employee is regularly required to stand, walk, and communicate
• The employee must occasionally lift and/or move up to 25 pounds.