Front Desk Supervisor - Margaritaville Resort Biloxi

Gulfport, MS, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $18.00 - $20.00

Work Schedule

Weekend Shifts

Benefits

Health Insurance

Paid Time Off

employee perks

competitive pay

Job Description

Our client is a prestigious hotel renowned for delivering exceptional guest experiences through impeccable service and hospitality. As a leader in the hospitality industry, this hotel offers a dynamic and professional environment where hospitality professionals can thrive and advance their careers. The hotel prides itself on its commitment to guest satisfaction, seamless operations, and fostering a positive work culture rooted in teamwork and excellence. Currently, the hotel is seeking a dedicated Front Desk Supervisor to join their team. This is a full-time, hourly position with a competitive pay range of $18-$20 per hour and the potential for added benefits including health insurance and paid time off.

The Front Desk Supervisor position is pivotal in ensuring smooth and efficient daily operations at the hotel’s front desk. This role encompasses supervising and leading a team of Front Desk Agents, training and mentoring staff to maintain high standards of customer service, and managing the check-in and check-out processes to minimize wait times and enhance the guest experience. The supervisor will handle guest complaints professionally, attend to VIP guests and special requests, and ensure billing accuracy during the check-out process. Additionally, the role involves overseeing reservation management, collaborating with housekeeping and maintenance teams for room readiness, and maintaining the organization and appearance of the front desk area.

Moreover, the Front Desk Supervisor is responsible for fostering strong communication between the front desk and other hotel departments, assisting in recruitment and ongoing staff training, and managing administrative duties such as report preparation and inventory control. This leadership role requires a candidate who is calm under pressure, skilled in conflict resolution, and adept at multitasking in a fast-paced environment. The successful candidate will demonstrate excellent interpersonal abilities, strong organizational skills, and a deep commitment to delivering personalized and memorable guest service experiences. This role is ideal for motivated hospitality professionals seeking to grow in a supervisory capacity while contributing to the hotel’s overall success and reputation for excellence.

Job Requirements

High school diploma or equivalent
Previous experience in a hotel front desk or guest services role
Ability to stand for long periods and work in a fast-paced environment
Ability to lift and carry items such as luggage or supplies up to 25 pounds
Ability to work evenings, weekends, and holidays based on hotel needs

Job Qualifications

High school diploma or equivalent
Associate's or Bachelor's degree in Hospitality, Business, or a related field (preferred)
Previous experience in a hotel front desk or guest services role
At least 1-2 years of supervisory or leadership experience in a hospitality setting (preferred)
Proficiency with hotel property management systems (PMS) and point-of-sale (POS) systems
Experience with managing guest complaints and conflict resolution
Strong leadership and interpersonal skills with the ability to manage and motivate a team
Excellent communication and customer service skills, both verbal and written
High attention to detail, organizational skills, and ability to multitask in a fast-paced environment
Strong problem-solving skills and the ability to remain calm and professional under pressure
Ability to work independently and as part of a team
Knowledge of local attractions and services to assist guests with recommendations

Job Duties

Supervise and lead the front desk team to ensure smooth operations and high standards of customer service
Train, mentor, and provide guidance to Front Desk Agents, ensuring they adhere to hotel policies and procedures
Conduct performance evaluations and provide feedback for staff development
Schedule shifts for front desk staff to ensure adequate coverage at all times, including evenings, weekends, and holidays
Address any staff issues, conflicts, or concerns in a professional manner, providing support and conflict resolution
Oversee the check-in and check-out processes to ensure smooth operations and minimal wait times for guests
Address guest complaints or issues promptly and effectively, ensuring guest satisfaction
Handle VIP guests, special requests, and ensure personalized service when necessary
Ensure accurate billing and payments during guest check-out, and resolve any discrepancies
Monitor room availability, process reservations, and ensure the front desk team handles bookings efficiently
Oversee the reservation system and ensure correct data entry, including room types, rates, and guest preferences
Manage room allocation and coordinate with housekeeping and maintenance to ensure rooms are ready for guest arrivals
Greet guests upon arrival and ensure they receive a warm, welcoming experience
Handle phone calls and in-person inquiries regarding hotel amenities, services, local attractions, and event details
Assist in managing guest requests, such as transportation, restaurant reservations, and other concierge services
Resolve any issues or complaints, ensuring that guests are satisfied and that concerns are addressed efficiently
Ensure the front desk is organized and well-maintained at all times, creating a welcoming atmosphere for guests
Monitor guest traffic and ensure that peak check-in/check-out times are efficiently managed to minimize wait times
Review daily reports and ensure all tasks, such as check-in/check-out, reservations, and guest requests, are completed accurately and on time
Maintain and update the property management system (PMS) to track guest information and reservations
Communicate effectively with housekeeping, maintenance, and other departments to ensure all guest requests are met promptly
Work with management to address operational issues, such as overbookings, room assignments, or special guest requirements
Ensure that front desk staff is fully informed of all hotel updates, promotions, or events that could impact guest experience
Assist in the recruitment, onboarding, and training of new front desk staff
Conduct ongoing training sessions to ensure staff stays updated on procedures, guest service standards, and hotel policies
Provide feedback to team members to improve performance and maintain a positive work environment
Maintain and review guest records, ensuring confidentiality and compliance with data protection policies
Prepare reports on daily operations, guest feedback, and any issues that may arise
Assist in managing inventory, ordering supplies for the front desk, and maintaining operational efficiency