Hotel Front Desk Supervisor

OB SUMMARY Provides guidance and leadership as the Front OfficeSupervisor ensuring consistent quality customer service is deliveredESSENTIAL JOB FUNCTIONS This description is a summary of primaryresponsibilities and qualifications. The job description is not intendedto include all duties or qualifications that may be required now or inthe future. The Hotel operates 24 hours a day and 7 days a week, sooperational demands may vary depending on shift, business levels, typeof business. Monitors and checks the quality of customer service at thefront desk and doorpersons, resolves complaints and evaluates patternsor trends in customer complaints to plan corrective actions. Instructsnew employees; observes and evaluates job performance of subordinates toprovide feedback; develops/uses tools to promote programs to improveproductivity, safety, profitability, etc.; motivates staff and maintainsexcellent employee relations. Maintains compliance to all local, state,and federal laws; demonstrates a professional manner regardingcompliance of all policies; notifies hotel management of problemsneeding immediate attention such as serious customer complaints, policyviolations, safety concerns, cash shortages, etc. Performs front deskduties including check-ins and check-outs when busy and the employeesneed assistance; handles all account issues with checkouts includingdirect bill, gift certificates, vouchers, etc.; processes folios in atimely manner. Demonstrates working knowledge of appropriatehousekeeping procedures relating to the Front Office including roomstatus update; adheres to established lost and found procedures.Maintains good communication within hotel and department; conducts andfacilitates effective meetings; prepares correspondence, instructions,etc. Performs all other duties as assigned by management. Knows how toperform duties on all shifts, including Night Audit. Adheres to allcompany policies and procedures. Knows department fire prevention andemergency procedures. Reports unsafe conditions to Maintenance, HR andGM including but not limited to accidents, injuries, near-misses,property damage or loss. Assists other Front Desk Personnel when municates effectively both verbally and in writing to provide cleardirection to staff. Assigns and instructs Front Desk Agents andDoorperson in details of work. Observes performance and encouragesimprovement. Greets guests immediately with a friendly and sincerewelcome. Uses a positive and clear speaking voice, listens to andunderstands requests, responds with appropriate actions and providesaccurate information such as outlet hours and local attractions. Remainscalm and alert especially during emergency situations and/or heavy hotelactivity, serving as a role model for other team members. Resolvescustomer complications and complaints by conducting thorough research ofthe situation and the most effective solutions. Makes decisions andtakes action based on previous experience and good judgment, sometimesrevising procedures to accommodate unusual situations. Authorizesrevenue allowances to remedy problems only after other alternativesolutions have been offered. Manages Third Party Internet billing andarrivals. Prepares group arrivals. Prepares pre-arrival packets asrequested/required. Anticipates flow of arrivals and take necessarysteps to ensure smooth check in/out. Trains new agents in daily dutiesincluding cash handling procedures, use of CRM Toolbox, organization ofhotel. Ensures compliance with all brand standards. Coordinates andtracks successful completion of training on PMS system. Monitors andtracks time and attendance of associates. Reinforces attendance policywith staff; recommends to management progressive discipline proceduresfor associates who are not in compliance with standards. KNOWLEDGE,SKILLS, ABILITIES The Hotel may consider the equivalent combination of acceptable education and ex

Created: 2025-11-14