Front Desk Supervisor

A Luxury Hotel Front Desk Supervisor is responsible for overseeing the front desk operations to ensure that guests receive the highest level of service. The role typically involves managing a team, ensuring smooth check-in/check-out processes, addressing guest inquiries, and maintaining the hotel’s overall guest service standards. Here's a detailed job description:

Key Responsibilities:

1. Supervision & Staff Management:

   • Lead, train, and mentor front desk agents to maintain top-tier guest service.
   • Assign duties, ensure shifts are covered, and oversee team performance.
   • Evaluate front desk staff performance and provide constructive feedback.
   • Handle any staffing issues and ensure a positive work environment.

2. Guest Service Excellence:

   • Ensure guests experience an efficient and welcoming check-in/check-out process.
   • Resolve guest complaints and concerns promptly and professionally.
   • Anticipate guest needs and personalize services to exceed expectations.
   • Manage VIP and high-profile guests, offering exclusive services.

3. Operational Management:

   • Oversee front desk operations to ensure accuracy and efficiency.
   • Ensure all guest reservations are processed accurately in the system.
   • Maintain accurate records of room availability, check-in/check-out status, and guest preferences.
   • Monitor the daily cash handling, payment transactions, and billing procedures.

4. Collaboration & Communication:

   • Work closely with housekeeping, maintenance, and other hotel departments to coordinate guest needs.
   • Ensure that special requests (e.g., room preferences, additional amenities) are communicated and fulfilled.
   • Handle coordination of early/late check-ins and check-outs as necessary.

5. Quality Control:

   • Maintain and ensure the quality of guest experiences at all times.
   • Stay informed about hotel services, local attractions, and amenities to assist guests.
   • Conduct audits to ensure all guest service procedures align with hotel standards.

6. Administrative Duties:

   • Generate reports on guest feedback, occupancy, revenue, and operational trends.
   • Ensure all front desk paperwork and documentation are completed accurately.
   • Maintain and manage hotel room inventory, including upgrades and changes.

7. Crisis Management:

   • Handle emergency situations such as guest safety concerns, overbookings, or system failures in a calm and efficient manner.
   • Ensure proper safety and security measures are in place for guests and staff.

Skills & Qualifications:

• Proven experience in a front desk or customer service role, preferably in a luxury hotel.
• Strong leadership, communication, and organizational skills.
• Ability to handle difficult situations and resolve conflicts.
• Proficiency in hotel management software (e.g., Opera, Protel, or similar).
• Exceptional guest service and interpersonal skills.
• Ability to multitask and work under pressure.
• A positive, professional demeanor and appearance.

Education & Experience:

• A high school diploma or equivalent (a degree in hospitality management or related field is a plus).
• Previous experience in the hospitality industry, particularly in a front desk or supervisory role.

Working Conditions:

• May require working evenings, weekends, or holidays.
• Work may involve standing for extended periods, interacting with guests, and handling financial transactions.

This role is crucial to maintaining a luxurious, seamless guest experience, and the Front Desk Supervisor is often the face of the hotel, ensuring that guests feel valued and attended to.

WHAT’S IN IT FOR YOU

• Paid time off

• 401K with company match up to 2%

• Free shift-meal prepared by our in-house culinary experts

• Medical, Dental, Vision