Front Desk Supervisor

Description

The Hotel Front Desk Supervisor oversees daily front office operations, leading staff to ensure exceptional guest service. They handle scheduling, staff training, escalated guest complaints, and billing issues, while coordinating with housekeeping and management to maintain seamless check-ins, check-outs, and overall hotel operations.

Responsibilities

• Team Leadership: Train, schedule, and mentor front desk agents, acting as the floor role model.
• Guest Relations: Greet guests, oversee arrivals/departures, and efficiently resolve escalated complaints or special requests.
• Financial Oversight: Manage cash drawers, verify billing, process adjustments, and assist with auditing daily transactions.
• Operational Flow: Monitor room availability, manage group blocks, and relay pertinent shift information to incoming staff.
• Interdepartmental Coordination: Communicate regularly with Housekeeping, Maintenance, and Sales departments.

Qualifications

• Experience: 2-3 years of front office or guest service experience, ideally within the hospitality industry.
• Skills: Strong customer service, conflict resolution, proficiency in Property Management Systems (PMS), and basic math/accounting skills.
• Soft Skills: Excellent verbal communication, adaptability, and the ability to remain calm and professional under pressure.
• Education: High school diploma; an associate's or bachelor's degree in hospitality management is highly preferred.