Front Office Supervisor

Job Details

Front Desk Supervisor
: manage the performance of the guest service specialists and agents, monitor front desk/PBX operations, report deviations to established standards, review and adjust staffing daily, manage administrative functions, ensure efficient guest registration, checkout and telephone service, direct and train Guest Service staff and operators, assist in ongoing training and recruitment, create weekly schedules and maintain them through changes.

• Observes performance and encourages improvement.
• Assists in interviews and selection, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office staff.
• Monitors special requests and oversees rate changes and room moves.
• Works closely with Housekeeping to ensure daily services and turn of rooms is done efficiently, and follows up on any guest request items and lost and found.
• Resolves guest concerns and implements resolutions using discretion and judgment.
• Reviews daily business levels, anticipates critical situations and assists in planning effective solutions to best expedite these situations.
• Inspects grooming and attire of staff; rectifies all deficiencies.
• Constantly monitors staff performance and ensures procedures are carried out according to departmental standards.
• Monitors staff’s interaction with guests, ensuring prompt and courteous service; resolves discrepancies with respective personnel.
• Observes guest reactions and confers frequently with staff to ensure guest satisfaction.
• Anticipates guests’ needs, responds promptly, and acknowledges all guests.
• Knowledgeable about entire property, including all scheduled activities, group functions, food and beverage outlets, entertainment and hours of operation of all activities, events and outlets.
• Adheres to hotel requirements for guest/employee accidents or injuries.
• Exhibits a friendly, helpful and courteous manner when dealing with guests or fellow employees.
• First point of contact for front desk agents/help or callouts.

Front desk supervisor must be able to stand for long periods of time and lift or push up to 50 pounds on occasion.

Front desks and lobby areas, 10:00 am – 6:00 pm.

Hotel Bethany Beach is an Equal Opportunity Employer. We are committed to a policy of equal employment opportunity for all individuals, and we prohibit discrimination based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, or any other characteristic protected by federal, state, or local law. We value diversity and are committed to creating an inclusive environment for all employees.