Front Desk Supervisor
3 days ago
**Job Summary**:
The Front Desk Supervisor is responsible for managing the day-to-day operations of the front desk, ensuring guests receive exceptional service, and overseeing a team of front desk agents. The supervisor must handle guest inquiries, resolve issues, ensure smooth check-ins/outs, and maintain accurate records. This position requires strong leadership, communication skills, and an ability to multitask effectively in a fast-paced environment.
**Key Responsibilities**:
- **Supervise Front Desk Operations**:
- Oversee the front desk team to ensure efficient operations, smooth check-in/check-out, and proper guest service.
- Assign and monitor work tasks to front desk agents and provide necessary training.
- Handle daily shift operations, ensuring smooth transitions between shifts.
- **Guest Service & Communication**:
- Greet and interact with guests in a professional and friendly manner.
- Address guest inquiries and complaints, striving to resolve issues promptly and effectively.
- Ensure guest satisfaction by ensuring services meet or exceed expectations.
- **Check-in/Check-out Procedures**:
- Oversee the check-in and check-out process, ensuring all procedures are followed.
- Ensure accurate guest billing and payment collection.
- Manage room assignments and verify guest reservations for accuracy.
- **Training & Development**:
- Train and guide new front desk staff on procedures, systems, and guest service expectations.
- Conduct ongoing coaching and performance evaluations for the front desk team.
- **Administrative Duties**:
- Ensure accurate data entry of guest information into the property management system.
- Maintain and update guest records, including special requests and preferences.
- Monitor and manage room availability, rates, and reservations.
- **Handling Cash and Financial Transactions**:
- Process payments for guest services, handling cash, credit, and debit transactions accurately.
- Ensure cash handling and financial transactions follow hotel policies and procedures.
- **Safety & Security**:
- Ensure that guest safety and security procedures are followed, including emergency protocols.
- Monitor security systems and report any suspicious activity or incidents.
- **Collaboration with Other Departments**:
- Communicate with housekeeping, maintenance, and management to resolve any guest-related issues.
- Assist in coordinating special requests, room changes, and maintenance needs.
- **Inventory & Supplies**:
- Monitor front desk supplies, including keys, forms, and brochures, and ensure they are well-stocked.
- Place orders for supplies as necessary.
- **Reporting**:
- Prepare and maintain reports on daily operations, guest complaints, and staff performance.
- Communicate any challenges or issues with the management team.
**Skills & Qualifications**:
- **Education**: High school diploma or equivalent; Bachelor's degree in hospitality management or related field preferred.
- **Experience**: Minimum of 2-3 years in a front desk or guest service role, with at least 1 year in a supervisory or leadership position.
- **Skills**:
- Excellent communication and interpersonal skills.
- Strong leadership and team management abilities.
- Proficient in hotel management software and Microsoft Office Suite.
- Problem-solving and conflict resolution skills.
- Ability to remain calm under pressure and handle difficult situations.
- Detail-oriented and organized.
**Physical Requirements**:
- Ability to stand for extended periods.
- Ability to lift or carry up to 25 pounds (e.g., office supplies or luggage).
- Occasional evening, weekend, or holiday shifts may be required.
**Work Environment**:
- Work in a fast-paced, customer-focused environment.
- May be required to work evenings, weekends, and holidays based on the hotel’s operating hours.
**Job Types**: Full-time, Permanent
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