Front Desk Supervisor

Front Office Supervisor Job Description

The Front Office Supervisor plays a key role in managing the front desk operations, ensuring exceptional guest service, and leading a team of front desk agents.

This role involves supervising check-in/check-out procedures, handling guest inquiries, resolving issues, and ensuring that all operational standards are met for a seamless guest experience.

Front Office Supervisor Responsibilities:

· Manage and lead front desk agents, providing guidance, training, and performance evaluations.

· Ensure the team maintains the highest level of guest service and professionalism.

· Handle scheduling, shift assignments, and ensure coverage during peak hours.

· Address guest complaints, concerns, and requests in a timely and professional manner.

· Ensure guests are satisfied with their check-in/check-out experience.

· Provide information about hotel services, local attractions, and any special promotions.

· Oversee daily front desk operations, including room assignments, reservations, and billing.

· Ensure all check-in/check-out procedures are completed accurately and efficiently.

· Maintain accurate guest records and assist with the preparation of financial reports.

· Handle cash and credit transactions and assist with balancing front desk accounts.

· Prepare reports on occupancy, room rates, guest feedback, and other key performance indicators.

· Ensure compliance with hotel policies and procedures.

· Work closely with other departments such as housekeeping, maintenance, and food and beverage to ensure seamless guest experiences.

· Assist with training new front desk employees, ensuring they understand their duties and hotel policies.

· Resolve guest concerns and conflicts promptly and professionally, escalating issues when necessary.

· Implement solutions that improve guest satisfaction and hotel efficiency.

· Build and maintain strong relationships with repeat guests, ensuring personalized service.

· Anticipate guest needs and offer services or amenities to enhance their stay.

· Monitor cleanliness and organization of the front desk area.

· Ensure that all hotel facilities, including lobby and public areas, meet cleanliness and safety standards.

Front Office Supervisor Qualifications

· Previous experience in a front desk or customer service role in the hospitality industry (preferably 2-3 years).

· Ability to lead, motivate, and manage a team effectively.

· Strong verbal and written communication skills.

· Passion for delivering exceptional customer service.

· Ability to address guest issues or concerns in a calm and professional manner.

· Ability to manage multiple tasks and prioritize effectively.

· Familiarity with hotel management software (e.g., Opera, PMS), Microsoft Office Suite.

· High school diploma or equivalent required; a degree in hospitality management or related field is a plus.

· Ability to stand for extended periods.

· Ability to lift and carry items, such as luggage or office supplies, when necessary.

· Work in a fast-paced environment.

· May involve evening, weekend, and holiday shifts.

Job Type: Full-time

Pay: $26.00 - $27.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Commuter assistance
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Nights as needed
• Night shift
• On call
• Overnight shift
• Overtime
• Weekends as needed

Work Location: In person

Salary : $26 - $27