Front Desk Supervisor

Lexington, KY, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $14.75 - $19.25

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Paid holidays

Professional development opportunities

Job Description

The Manchester Hotel is a distinguished establishment known for its commitment to providing exceptional hospitality services to all guests. Situated in a prime location, the hotel offers a variety of amenities and services designed to cater to both leisure and business travelers. The Manchester Hotel prides itself on creating a welcoming and comfortable environment, ensuring every guest experiences a memorable stay. As a reputable player in the hospitality industry, the hotel values professionalism, efficiency, and excellent customer service, aligning with its mission to deliver superior guest satisfaction.

The Front Desk Supervisor role at The Manchester Hotel is a crucial position that directly impacts guest experiences and daily front office operations. This full-time role involves overseeing the front desk staff and managing all front desk functions with accuracy and efficiency during the manager’s absence. The supervisor serves as the key liaison between the front desk and other hotel departments such as Housekeeping and Engineering, ensuring that guest requests and hotel operations flow smoothly and promptly.

Responsibilities include providing courteous and professional service to guests during check-in and check-out processes, responding to inquiries both in person and via phone, and handling guest complaints or issues with tact and effectiveness. The Front Desk Supervisor must maintain accurate records, including cash and credit transactions, and ensure compliance with all hotel policies and procedures. The role requires managing staff schedules and performance, contributing to maximizing revenue through suggestive selling techniques, and maintaining seamless communication across departments to enhance overall operations.

This position demands exceptional organizational skills and the ability to multitask effectively in a fast-paced environment. The ideal candidate will possess experience in customer service, cash handling, and front desk operations, coupled with the ability to remain composed and professional under pressure, even in highly emotional or stressful situations. Fluency in English and strong communication skills are essential, alongside the capability to follow detailed verbal and written instructions meticulously.

Working as a Front Desk Supervisor at The Manchester Hotel offers the opportunity to develop leadership skills within a dynamic hospitality environment while contributing significantly to guest satisfaction and hotel success. The hotel values its employees and fosters an inclusive and respectful workplace, committed to diversity and equal opportunity. This role is vital for maintaining the smooth operation of front desk activities, ensuring guests receive outstanding service, and supporting team members in providing a welcoming atmosphere that meets the high standards set by The Manchester Hotel.

Job Requirements

High school diploma or equivalent
Experience in customer service or front desk operations
Fluency in English
Ability to multitask and communicate effectively
Proficient in cash handling procedures
Capable of handling stressful customer situations
Strong organizational skills

Job Qualifications

Know standard cash handling procedures and knowledge of computerized cash register systems
Must have experience in dealing directly with the public and acquired general knowledge of basic customer service skills
Must be fluent in English
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks

Job Duties

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Manages front office staff during appropriate shifts
Oversees all day-to-day operations of Front Desk staff, ensuring that all established front office and hotel policies are followed
Greets and completes established check-in procedures for arriving guests daily, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested
Facilitates guest departure (check-out) daily by following established manual and computer procedures to close guest accounts and open the suite for the next sell
Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records
Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue
Maintains good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the telephone
Maximizing revenue in each phone/desk transaction
Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy
Maintains a friendly, cheerful and courteous demeanor always
Performs other duties as assigned, requested or deemed necessary by management
Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests to ensure the information is received by the guests in the most timely and accurate method possible
Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with guest, and maintains log of the incident
Reports issues to manager, escalating immediately when appropriate
Contributes and maintains established information and communication sources such as department and front desk logbooks to enhance department communications and operations
Ensures that the AM shift, and PM shift sheet are completed each day