Front Desk Supervisor

Job Title: Front Desk Supervisor

Department: Front Office

Reports To: Director of Rooms

FLSA Status: Non -Exempt

SUMMARY:

The Front Desk Supervisor is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

RESPONSIBILITIES:

• Supervise front desk staff and ensure that they provide excellent customer service.
• Respond to guests' inquiries and requests in a timely and professional manner.
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests.
• Manage reservations and room availability.
• Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and maintenance staff.
• Answer all guests’ requests promptly.
• At the end of shift conduct end of shift pass-on and share with colleagues.
• Communicate all high sense of urgency issues to management.
• Collect the guest’s payment using either credit/debit cards, cash, or checking account information for rooms at the end of each stay and ask for a room deposit when necessary.
• Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment, and food, are properly accounted for and charged on the final bill.
• Monitor the appearance, standards, and performance of Team Members with emphasis on training and teamwork and provide feedback.
• Advise your shift team of any on-property functions, events, or VIP Guests in the hotel.
• Monitor and review guest feedback.
• Maintain a clean and organized front desk area.
• Perform any other duties requested by Management.
• Facilitate training to the front desk staff, to elevate and improve their daily tasks.

This position will also work as a Lobby Greeter creating a positive and welcoming environment while ensuring smooth operations in the lobby and valet area. You will be responsible for greeting visitors, assisting with directions, and providing top-tier customer service.

• Greet visitors warmly and professionally as they enter the building.
• Provide accurate information about amenity locations.
• Answer questions and direct guests to the appropriate location within the hotel.
• Maintain the lobby area by ensuring it is clean, organized, and presentable at all times.
• Handle inquiries from visitors in a friendly and professional manner.
• Coordinate with facilities or maintenance teams for any issues related to the lobby or building.
• Promote a positive company image through exceptional customer service and professionalism.

QUALIFICATIONS:

• Minimum 2 years of experience in a Front Desk Supervisor role or field related.
• Condo/Hotel experience preferred.
• Utilize computer systems effectively to handle guest registrations, run reports, manage guest requests, and monitor Front Office operations.
• Proven leadership and organizational skills
• Working knowledge of hotel management systems.
• Able to multitask and prioritize tasks.
• Customer Service Oriented.
• Ability to work flexible hours, including evenings and weekends.

EDUCATION:

• High School degree, GED or Equivalent.

LANGUAGE SKILLS:

• Excellent verbal and written communication skills in English and Spanish (preferred).

REASONING ABILITY:

• Excellent verbal and written communication skills, with the ability to interact effectively with guests, associates, and external partners.
• Ability to work well under pressure and respond quickly and effectively to emergencies.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to move around the hotel property, including walking and standing for extended periods.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. This job is primarily performed in an office environment with a moderate noise level. While performing the duties of this job, the employee is required to frequently inspect inside and outside areas of the property location and may be exposed to ongoing construction and various weather conditions. The noise level in the work environment may range from moderate to loud.

The above job description describes the primary duties and qualifications for this position. The company reserves the right to modify, add, or remove duties and other duties as necessary.

The candidate for this position is an at-will employee and subject to termination with or without cause or notice.