Job Description

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