Front Desk Supervisor

Description

The Hotel Front Desk Supervisor oversees daily front office operations, managing staff, check-ins/check-outs, and guest services to ensure high satisfaction. Key duties include resolving guest complaints, handling financial transactions, training agents, and coordinating with housekeeping. They act as a role model, implementing policies and maintaining a welcoming environment.

Responsibilities

• Staff Supervision: Oversee front desk, bell, and concierge staff to ensure efficient service.
• Guest Services: Resolve guest complaints promptly, handle VIP arrivals, and ensure high satisfaction scores.
• Operational Management: Manage check-in/check-out, room assignments, and pre-registration for groups.
• Financial Control: Manage cash drawers, process payments, and audit guest accounts.
• Training & Coaching: Train, mentor, and provide performance feedback to front desk agents.
• Communication: Coordinate with housekeeping for room status updates and communicate shift information.

Qualifications

• Experience: Usually 1-3+ years in a hospitality role, with previous supervisory experience preferred.
• Systems: Proficiency in Property Management Systems (PMS) and Microsoft Office.
• Communication: Strong interpersonal, communication, and conflict-resolution skills.
• Leadership: Ability to lead by example, work under pressure, and manage time effectively.