Front Desk Supervisor

Front Desk Supervisor

The primary role of the Front Desk Supervisor position is to oversee the checking in and checking out of guests while providing efficient, friendly, and excellent customer service always and by hotel standards. While no job description can provide a comprehensive list of job duties, the following is a summary of the major responsibilities for the position.

Duties/Responsibilities

• Practices intentional hospitality at all times.
• Mentors, guides, and encourages Front Desk Agents to build rapport and teamwork.
• Oversees the friendly, professional, and efficient registration and check-out of hotel guests.
• Monitors billing, cashiering, and cash handling procedures.
• Is thoroughly familiar with all check-in and check-out procedures including the AM and PM checklists.
• Assists Front Desk Agents in satisfying guest requests and resolving guest complaints.
• Trained and skilled at performing all Front Desk, Reservations, and Concierge functions as needed, based on operational demands.
• Reviews occupancy, arrivals departures, and backup reports on a timely basis.
• Ensures appropriate pre-blocking of rooms, ensuring that every special request has been met and fulfilled.
• Monitors clearing of all due-outs, Express Checkouts, no-shows, pre-registered guests.
• Monitors availability of showrooms for the Sales & Conference Management departments
• Reviews group resumes to verify group billing procedures, VIP, and special requests.
• In the absence of a manager, is responsible for conducting daily pre-shift briefings.
• Possesses great communication skills as the position consistently interacts with guests and other departments.
• Must be able to handle multiple tasks at once with attention to detail.
• Ability to work independently.
• Excellent people skills
• Answers telephone expediently and addresses complaints, problems, special requests, and questions, making sure to log complaints and requests.
• Monitor room category and bedding availability, up to seven days in advance, to prevent overbooking.
• Ensures adherence to all Forbes and Beemok Service standards.
• Other duties may be assigned as per business demands.

Supportive Functions and Responsibilities

• Maintains clean and excellent condition of the Front Desk & Back Office area and equipment.
• Maintains proper stock of all supplies at the Front Desk and in the back-office area.
• Executes emergency procedures by hotel standards.
• Notifies appropriate individuals and departments of any problems or unusual matters of significance.
• Attending all appropriate hotel meetings and training sessions.
• Is polite, friendly, and helpful to guests, employees, and management.
• Always promotes and applies teamwork skills.
• Compliance with all hotel standards, policies, and rules.
• Compliance with safety regulations and procedures.
• Remains current on hotel information and changes

Required Skills/Abilities

• Ability to perform all tasks at the front desk and proficiently use job-related software, property management systems, and office equipment.
• Ability to remain calm in various situations, use sound judgment, and effectively solve problems.
• Ability to read and interpret documents such as safety rules and procedural manuals.
• Ability to demonstrate cash handling procedures and calculate figures and amounts such as discounts, commissions, upgrades, and percentages.
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of office equipment and property management systems.
• Willing and available to work overnight shifts and during holidays, including weekends and major holidays.

Education and Experience

• Minimum one year experience as Front Desk Agent and/or Reservations at a comparable luxury property
• Knowledge of front and back-of-house operations
• Previous experience in handling phone calls
• Fluent and professional communication both written and verbal
• Works well under pressure, multitasking, and team player
• Extreme attention to detail in all areas, organizational skills, and strategic thinking.

Physical Requirements

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
• The role may require extended periods on your feet, especially during peak hotel hours or events.
• Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.