Front Desk Supervisor

Job Description

The Front Office Supervisor supports the Director of Front Office in overseeing daily operations related to guest reception, guest services, reservations, and concierge. This role includes managing financial performance and providing proactive strategic leadership. As an active business partner, the Front Office Supervisor contributes to achieving the company's goals, objectives, vision, mission, and values.

• Directly supervises Front Desk and Guest Services team members, ensuring compliance with organizational policies and applicable laws.

• Trains team members, plans, assigns, and directs work, appraises performance, and manages rewards and disciplinary actions.

• Addresses complaints and resolves problems efficiently.

• Schedules and directs Front Office team members as needed.

• Serves as Manager on Duty in the absence of the General Manager and Front Office Manager.

• Greets, registers, and assigns rooms to guests, entering information into the property management system.

• Collects and posts security deposits during guest check-ins.

• Explains room charges and processes payments by cash, check, or credit card.

• Issues room keys.

• Checks guests out of the property management and phone system.

• Answers all phone calls to the front desk and operator, transferring calls as needed.

• Responds to inquiries about hotel services, guest registration, and local shopping, dining, entertainment, shuttle, and travel directions.

• Coordinates with housekeeping when VIP guests arrive.

• Computes bills, collects payments, and makes change for guests.

• Handles and counts cash, processes credit card payments and credits.

• Makes and confirms reservations.

• Posts charges, including rent, phone, and miscellaneous fees, to guest folios.

• Balances all cash, credit card, and other postings to the daily report at the end of each shift.

• Makes cash deposits in the safe.

• Listens and finds solutions to guest problems, ensuring a high level of customer satisfaction.

• Remains aware of room occupancy and availability.