Job Title: Front Desk Supervisor
Job Summary:
As a Front Desk Supervisor, you will be responsible for overseeing the day-to-day operations of the front desk or reception area. You will lead a team of front desk agents and provide exceptional customer service to guests, ensuring their needs are met promptly and professionally. Additionally, you will assist in administrative tasks and ensure the overall guest experience is positive.
Key Responsibilities:
Supervision:
Lead, train, and mentor front desk agents, ensuring they provide excellent customer service.
Schedule and allocate tasks to front desk staff to ensure efficient coverage.
Monitor staff performance and provide feedback or coaching as needed.
Guest Services:
Greet guests warmly and provide information about the hotel's amenities, services, and policies.
Handle guest inquiries, requests, and complaints in a courteous and professional manner.
Assist with check-ins, check-outs, and reservations, ensuring accuracy and efficiency.
Resolve guest issues and escalate complex problems to higher management when necessary.
Administrative Duties:
Maintain accurate records, including room inventory, guest accounts, and billing information.
Handle cash and credit card transactions, reconcile the cash drawer, and prepare daily reports.
Assist in coordinating group bookings and events.
Maintain the cleanliness and organization of the front desk area.
Communication:
Communicate effectively with other hotel departments to ensure guest requests are met.
Act as a liaison between guests and other hotel staff.
Keep management informed of any operational issues or notable guest feedback.
Security and Safety:
Ensure the security of guest information and follow security protocols.
Handle emergency situations, such as evacuations or medical incidents, following established procedures.
Training and Development:
Stay updated on hotel policies, services, and promotions.
Provide ongoing training to front desk staff to enhance their skills and knowledge.
Qualifications:
High school diploma or equivalent; some college coursework in hospitality or related field preferred.
Previous experience in a front desk or guest service role, with at least 1-2 years of supervisory experience.
Strong customer service and communication skills.
Knowledge of hotel reservation systems and software (e.g., PMS - Property Management System). Infor HMS is a plus
Ability to handle challenging situations and difficult guests with professionalism.
Attention to detail and excellent organizational skills.
Availability to work flexible hours, including evenings, weekends, and holidays.