Job Summary 

The Front Desk Supervisor is both a strategic and tactical position, with responsibilities that include but are not limited to supervising all activities of the front desk staff, managing scheduling for team members, facilitating new hire and ongoing training, communicating pertinent information to staff, monitoring and reviewing employee performance, and resolving escalated issues and conflicts. The Front Desk Supervisor partners with the Front Office Manager to lead the team to meet or exceed strategic departmental and company goals. The Front Desk Supervisor also performs a combination of tactical front desk, bell staff, and valet tasks as needed.

Essential Functions:

% Time Spent

• Front of house operations and guest relations:
  1. Provides supervision and directs all work for front of house staff.
  2. Ensures that guests are greeted, registered, and assigned rooms. 
  3. Answers inquiries pertaining to hotel services, registration of guests and shopping, dining entertainment and travel directions. 
  4. Act as the liaison between the front desk and all other departments, communicating relevant information to the front desk staff as needed. 
  5. Keeps record of room availability and guest accounts. 
  6. Computes bills, collect payments, and makes change for guests. 
  7. May make, reserve, and cancel reservations for guests.
  8. Ensures front-desk area is clean and well organized at all times.
  9. Supports other departments during down-time including tasks such as folding towels, changing light bulbs, sweeping and mopping.

45%

• Leadership Responsibilities:
  1. Active involvement in the recruitment, selection, and hiring of new team members.
  2. Facilitates effective new hire and ongoing training for team members. 
  3. Clearly communicates job expectations, confirms understanding, and provides ongoing coaching and feedback to direct report(s).
  4. Provides support and acts as a resource for team members by answering job and employment-related questions, communicating timely and transparently about organizational decisions and changes whenever possible, providing tools and resources for success, and removing barriers to success whenever possible.
  5. Assists the Front Office Manager to inspire, train, and develop people for career growth.

35%

• Administration and strategic planning:
  1. Establishes schedule for front office team members, adjusting promptly for absences to minimize any lapse in operations.
  2. Maintain positive relationships with vendors to reinforce and retain positive, cost effective, quality contracted services.
  3. Partners with the Front Office Manager to meet or exceed department and company goals and objectives.

20%

Other Duties and Responsibilities:

• Partner with the Front Office Manager to address and improve any staff performance or behavioral issues.
• Partner with the Front Office Manager to monitor front of house operations for inefficiencies and proactively identify, implement, and sustain process improvements whenever possible. 
• May be responsible for administering and overseeing various hotel processes and programs; examples may include preparation for hotel inspections, travel program, employee of the month, birthdays and anniversaries, employee recognition programs, and special hotel events. 
• Attempts to communicate with guest in guest’s native language, if applicable.
• Support valet department as needed.
• Report maintenance deficiencies, safety hazards, accidents, or injuries.
• Follow Personal Protective Equipment (PPE) requirements, and report any defective, damaged or lost PPE including equipment that does not fit properly to management.
• Follow all safety procedures and be able to recognize and act in emergency situations.
• Ensure uniform and personal appearance are clean and professional.
• Maintain a hospitable service atmosphere at all times.

Education and Experience:

• High School Degree or equivalent required.
• 2 or 4-year college degree (or foreign equivalent) preferred.
• 1-2 years of prior supervisory experience in the guest service and/or hospitality industry preferred.

Knowledge, Skills & Abilities:

• Excellent knowledge of the hospitality industry and ability to educate staff on industry standards and best practices. 
• Strong interpersonal skills and customer service orientation, with an ability and willingness to effectively communicate with employees and guests with empathy, defuse emotions, problem solve in unknown situations, and independently make sound decisions to resolve issues.
• Ability to lead by example and skilled at motivating others, building morale, inspiring, and encouraging staff to perform at their best individually and as a team.
• Strong business acumen, integrity, and participative leadership skills, including the ability to navigate and effectively lead team members through organizational change.
• Knowledge of company policies and procedures, and the ability and willingness to ensure that company policies and procedures are consistently followed by all team members. 
• Strong organizational skills, time management, strategic planning, critical thinking, and creativity, with exceptional attention to detail.
• Basic knowledge of key employment laws such as equal employment opportunity, wage and hour laws, federal and state leave laws, safety obligations, reasonable accommodations, and the awareness of when to partner with a Human Resources representative to ensure compliance.
• Ability to arrive to work on time when scheduled.
• Ability to read, write, listen, and communicate and effectively in English.
• Ability to use a calculator to prepare moderately complex mathematical calculations without error.
• Proficient in Microsoft Word, Outlook, Excel, and ability to effectively use hotel software systems.
• Ability to operate in a 7-day per week, 24-hour per day business setting.

Physical Demands & Work Environment:

• 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 the essential functions.
  1. Constant near and far vision.
  2. Constant speaking and listening required.
  3. Frequent sitting.
  4. Frequent exposure to moderate noise levels. 
  5. Occasional standing and walking.
  6. Occasional reaching and grasping with hands and arms.
  7. Occasional stooping, kneeling, crouching, crawling, climbing stairs, and/or lifting up to 10 lbs.