Front Office Supervisor at The Pearl Hotel

Job Summary

The role of Front Officer Supervisor is responsible for assisting the Front Office Manager and coordinates the daily functions of the hotel front desk, night audit, bell persons, hotel concierge and beach services. The Front Office Supervisor works closely with the Front Office Manager, Front Desk staff, Housekeeping and Maintenance departments to deliver exceptional accommodations and customer service to the guests.

Primary Responsibilities & Essential Functions

• Attend weekly management meetings when required
• Assist front desk with their duties and help create or update procedures
• Troubleshoot system errors and resolve technical issues as they arise
• Answer phones and respond to emails in a professional manner
• View, manage, and organize reservations
• Resolve and follow up on guest complaints or issues promptly
• Ordering and inventory management for front desk supplies
• Cover hourly shifts as needed
• Communicate daily shift directions and updates during pre-shift meetings
• Welcome guests, record their information and assign rooms based on their needs
• Ensure extra services ordered by the guests, such as alcoholic drinks, entertainment, and food, are properly accounted for and charged on the final bill
• Coordinate with other hotel staff, such as housekeeping or maintenance, regarding room readiness and repairs
• Maintain a clean and inviting hotel lobby, including vacuuming, dusting, and setting up welcome supplies
• Assist with any other reasonable request
• All other duties as assigned

Education and Experience

• Sufficient education and literacy needed to identify and read product labels and to communicate with guests about job-related needs
• Ability to read, write, speak, and communicate in basic English preferred.
• Experience in hospitality preferred
• At least 1 year experience in a supervisory role preferred

Knowledge, Skills, Abilities

• Detail oriented and thorough
• Ability to perform consistent work to the highest of standards
• Ability to remain discreet and respect the privacy of guests
• Ability to interact with guests in a pleasant friendly way
• Identify and resolve issues related to position independently
• Commitment to delivering excellent customer service
• Maintain composure under pressure and handle challenging situations professionally
• Listen and respond quickly to residents and guets reuqests in a genuine and attentive manner
• Be organized, proactive, productive, and self-motivated showing a positive attitude
• Strong attention to detail and ability to meet deadlines

Physical Demands

• Walking, standing for long periods of time
• Lifting, bending, reaching as needed
• Frequent keyboarding
• Must be able to life 25lbs

Working Conditions

• Primarily indoors with exception of assisting bellman or guests outside
• Possible exposure to extreme heat or cold depending on season
• Possible exposure to a somewhat noisy environment