Front Desk Supervisor

Scottsdale, AZ, USA|Onsite

Job Overview

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Paid holidays

Professional Development

Job Description

This position is with a reputable hotel known for its commitment to exceptional guest experiences and operational excellence. The hotel operates with a focus on delivering top-tier service in a welcoming and professional environment. As a centerpiece of guest interaction, the Front Office plays a vital role in shaping customer satisfaction and loyalty. The hotel prides itself on its dynamic, team-oriented culture where every employee's contribution is valued and supported, ensuring smooth daily operations and memorable guest stays.

The role of Front Office Manager is a key leadership position within the hotel, responsible for overseeing the staffing and operational management of the front office team. This includes hiring, training, scheduling, and supervising front desk agents, supervisors, guest service aides, bell staff, concierge staff, and PBX operators. The manager must ensure optimal staffing levels at all times to maintain efficient service and uphold the hotel’s standards. Having a comprehensive understanding of all front office roles, the manager is expected to perform any duties as needed, demonstrating flexibility and leadership.

In addition to operational management, the position requires proficiency in managing the MICROS system to handle all daily transactions accurately, including less frequent ones. The Front Office Manager also reviews discrepancy reports to ensure financial integrity and seamless service delivery. Effective communication with housekeeping, engineering, and other departments is crucial, ensuring guest requests and maintenance needs are efficiently addressed. The ability to interact cordially and professionally with guests during check-in and check-out processes, as well as handling inquiries and special requests, is fundamental to the role.

This full-time, in-office role demands a calm, composed demeanor to manage high-demand or upset guests effectively. The ability to work flexible schedules, including nights, weekends, and holidays, is essential. The ideal candidate is a motivated team player with a high work ethic, self-initiative, and a passion for guest service excellence. Physical requirements include prolonged periods seated at a desk, frequent use of fine motor skills for computer and phone operations, and occasional lifting of up to 25 pounds. Reasonable accommodations will be made for individuals with disabilities to perform essential job functions.

Overall, the Front Office Manager role offers a rewarding opportunity to lead a vital team in a respected hotel and contribute significantly to the guest experience and operational success.

Job Requirements

Ability to calmly work with high demand and/or upset guests
High work ethic and self-initiative
May be required to work varying schedules to include nights weekends and holidays
Ability to work in a standard office environment
Prolonged periods of sitting at a desk and working on a computer six to eight hours a day
Occasional standing and walking throughout the workday
Frequent fine motor skills use of hands and fingers for keyboarding typing utilizing a mouse or trackpad writing and operating office equipment
Ability to communicate effectively verbally and in writing
Occasionally required to stand walk bend reach or carry items
Ability to lift and/or move 10 to 25 pounds as needed files office supplies
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation for certain roles
Ability to hear and participate in conversations and meetings use phone and/or headset
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role

Job Qualifications

Ability to calmly work with high demand and/or upset guests
High work ethic and self-initiative
Strong communication skills both verbal and written
Experience with front office operations preferably in a hotel environment
Knowledge of hotel property management systems such as MICROS
Leadership and team management skills
Flexibility to work varying schedules including nights weekends and holidays

Job Duties

Ensure proper staffing levels of front office associates including interviewing hiring supervising training and scheduling front desk agents front office supervisors guest service aides bell staff concierge staff and PBX operators
Have complete understanding of front office staff's roles and duties and be able to perform duties at any given time
Accurately manage and operate the MICROS system at the front office including all daily transactions and those which are not performed often
Accurately check AM and PM discrepancy reports
Communicate with housekeeping and engineering departments regarding guest rooms requests and maintenance requests needs
Efficiently process guest requests to the appropriate departments
Greet and communicate cordially with guests promptly and professionally checking them in and out of the hotel answering questions and assisting guests with needs