Front Desk Supervisor

Job Summary:

Front Desk Supervisor ensures a memorable guest experience by maintaining an outstanding impression of our property through anticipating and reacting to changing guest needs and coordinating guest programming, enhancements, special activities. The Guest Service Supervisor works alongside and leads the front desk team in day-to-day operations.

Some Areas of Responsibility:

• Maintains a professional, positive, friendly demeanor with guests and fellow associates at all times.
• Ensures the front desk is staffed sufficiently for each time period and that the staff is in proper uniform.
• Trains and coaches front desk staff to ensure high quality of service and high team morale.
• Conducts and ensures compliance of ongoing training for all team members and initial training for new hires.
• Coach and support front office team to effectively manage occupancy, guest service, and controllable expenses
• Attend daily and weekly meetings as required.
• Covers front desk position as needed/scheduled and is able to perform all front desk duties including but not limited to: check in, check out, create reservations, answer phones, complete daily checklist and reports.
• Partners with other front office associates as well as other departments to ensure a smooth operation.
• Builds relationships with guests to ensure regulars/repeat business.
• Responds to guests’ issues and requests in a timely manner.
• Handles financial, guest and associate information with care and professionalism and maintains strict confidentiality.
• Ensures accurate reporting of all income received during shift.
• Coordinates all guest programming paying special attention to detail and presentation, ensuring smooth execution.
• Coordinates all set up and take down of special programming, assigning duties as required.
• Communicates any programming changes with guests and team.
• Completes daily side work and cleaning duties as assigned.
• Additional tasks as assigned by supervisor.
• Maintain STRICT key controls and safety and security standards.
• Identify service issues and trends. Facilitate creative solutions to overcome obstacles and ensure continuous guest satisfaction results

Skills

• Customer service
• Work experience as a Hotel Front Desk Agent, Receptionist or similar role
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Customer service attitude
• Excellent communication and organizational skills
• Experience not required but welcomed

Success Factors:

• Ambassador of Joy: Embody and promote a culture of positivity and enthusiasm, ensuring that both guests and staff feel welcomed, valued, and inspired.
• Customer-Centric Focus: Understand and anticipate the needs of both internal and external guests, consistently exceeding expectations.
• Meticulous Attention to Detail: Deliver work that is precise, thorough, and up to the highest standards of luxury hospitality.
• Effective Communication: Provide clear, concise, and actionable information to ensure colleagues, guests, and stakeholders are well-informed.
• Ownership & Accountability: Take full responsibility for tasks, ensuring they are followed through to achieve the desired results.
• Foster Team Collaboration: Work collaboratively within teams, motivating others to sustain exceptional levels of performance.
• Build Strong Relationships: Establish trust and foster cooperation with colleagues, guests, and partners to promote mutual success.

Safety and Security

• Recognizes and reports potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and reports potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Additional Responsibilities:

• Any other duties assigned by Supervisor.