Job Overview
Employment Type
Full-time
Compensation
Salary
Range $39,000.00 - $42,000.00
Work Schedule
Rotating Shifts
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Employee Discounts
Retirement Plan
flexible schedule
Career development opportunities
Job Description
The Front Desk Supervisor position is offered by a reputable hotel establishment committed to delivering exceptional guest experiences and maintaining high operational standards. As a key member of the hotel's management team, this role supports the Assistant General Manager (AGM) and General Manager (GM) by overseeing the front desk operations, ensuring efficient and seamless processes, and upholding the brand's quality criteria and hotel guidelines. The hotel focuses on providing outstanding service to all guests, and the front desk plays a pivotal role in shaping the guest’s first and last impression during their stay.
This dynamic role requires hands-on involvement with front desk associates, guiding and mentoring them to provide an excellent customer experience. The Front Desk Supervisor is responsible for training the team, motivating them to excel, and addressing any performance issues proactively. They work to ensure prompt and accurate guest registration, checkout, and telephone services, always aiming to exceed guest expectations. Another critical aspect of the role includes managing cash transactions responsibly and ensuring the safety and security of guests through adherence to established protocols.
The position demands excellent organizational and communication skills, and the ability to resolve customer complaints promptly while maintaining high satisfaction scores. The Front Desk Supervisor plays an active role in the hiring process in collaboration with the AGM and GM, contributing to building a skilled and motivated team in line with the company’s Equal Opportunity policies. Flexibility with work shifts including 1st, 2nd, and 3rd shifts, as well as weekend availability, is essential to meet the hotel's operational needs.
Working primarily indoors, this role requires the candidate to stand and walk for extended periods and demonstrate fluency in English for effective interaction with guests and colleagues. The use of hotel reservation systems like FOSSE or OnQ is advantageous, complementing the supervisor’s ability to maintain smooth daily operations. This job offers an opportunity to grow within the hospitality industry, advancing with responsibilities that shape the guest experience and hotel reputation positively. Overall, the Front Desk Supervisor is instrumental in ensuring the front desk functions efficiently while fostering a welcoming environment for both guests and staff.
This dynamic role requires hands-on involvement with front desk associates, guiding and mentoring them to provide an excellent customer experience. The Front Desk Supervisor is responsible for training the team, motivating them to excel, and addressing any performance issues proactively. They work to ensure prompt and accurate guest registration, checkout, and telephone services, always aiming to exceed guest expectations. Another critical aspect of the role includes managing cash transactions responsibly and ensuring the safety and security of guests through adherence to established protocols.
The position demands excellent organizational and communication skills, and the ability to resolve customer complaints promptly while maintaining high satisfaction scores. The Front Desk Supervisor plays an active role in the hiring process in collaboration with the AGM and GM, contributing to building a skilled and motivated team in line with the company’s Equal Opportunity policies. Flexibility with work shifts including 1st, 2nd, and 3rd shifts, as well as weekend availability, is essential to meet the hotel's operational needs.
Working primarily indoors, this role requires the candidate to stand and walk for extended periods and demonstrate fluency in English for effective interaction with guests and colleagues. The use of hotel reservation systems like FOSSE or OnQ is advantageous, complementing the supervisor’s ability to maintain smooth daily operations. This job offers an opportunity to grow within the hospitality industry, advancing with responsibilities that shape the guest experience and hotel reputation positively. Overall, the Front Desk Supervisor is instrumental in ensuring the front desk functions efficiently while fostering a welcoming environment for both guests and staff.
Job Requirements
- High school diploma
- 1-3 years hotel experience working as a Front Desk associate
- previous supervisory experience preferred
- experience using hotel reservation system such as FOSSE or OnQ is a plus
- organization skills and attention to detail
- friendly and customer service oriented
- good interpersonal and problem solving skills
- ability to work weekends
- 1st, 2nd, 3rd shift flexibility is required
Job Qualifications
- High school diploma
- post-secondary degree or certification in Hospitality Management preferred
- 1-3 years hotel experience working as a Front Desk associate
- previous supervisory experience preferred
- experience using hotel reservation system such as FOSSE or OnQ is a plus
- strong organizational skills
- attention to detail
- friendly and customer service oriented
- good interpersonal and problem solving skills
- ability to work weekends
- shift flexibility including 1st, 2nd, and 3rd shifts is required
Job Duties
- Works side by side with front desk associates to ensure efficient guest registration, checkout, telephone service
- provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations
- works with the hotel AGM and GM to achieve and exceed guest satisfaction scores
- ensure required reports are created and published in a timely manner and of a quality that can be shared with senior management and corporate officers
- supervise the training of all Front Desk employees and motivate them to perform their jobs effectively
- control cash transactions at the front desk and maintain responsibility for personal bank
- ensures safety by following guest check in and security procedures and report suspicious activity to AGM and GM
- resolve customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
- assist the GM and AGM in interviewing and selecting potential new hires in accordance with the company’s Equal Opportunity policies
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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