Front Desk Supervisor

21c Museum Hotels is a pioneering blend of contemporary art, boutique hospitality and chef‑driven cuisine. We invite you to be part of a community where creativity meets service.

Reports To: Front Office Manager / Rooms Manager

Supervises: Front Desk Agents, Valets

General

Purpose:

The Front Desk Supervisor handles internal and external guest issues in the absence of the manager. Operating primarily from the front desk, this position ensures all front‑desk and valet functions are completed accurately and efficiently, and that any major guest or employee complaints are properly communicated and documented to management. The Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, ensuring department requests are fulfilled promptly.

• Provide courteous, professional service to arriving, departing and in‑house guests, responding to telephone and in‑person inquiries regarding reservations, hotel information and guest concerns.
• Manage front office and valet staff during appropriate shifts.
• Oversee daily operations of Front Desk and Valet staff, ensuring adherence to all established front‑office and hotel policies.
• Greet and complete check‑in procedures for arriving guests, using manual and computerized methods to ensure satisfaction.
• Facilitate guest departure (check‑out), following established procedures to close guest accounts and prepare rooms for the next guest.
• Calculate and post monies, receipts, guest accounts and other credit forms using accurate cash‑handling methods to present precise charges and maintain accurate records.
• Answer inquiries and accept reservations in person and by telephone, communicating hotel rates accurately and using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed of in‑house and area functions, providing timely and knowledgeable responses.
• Operate PBX equipment, answering incoming calls within two rings, assisting outgoing calls, scheduling wake‑up calls and paging guests.
• Maximize revenue in each phone, desk, or valet transaction.
• Control cash transactions at the front desk or valet area, maintaining complete responsibility for personal bank as specified by hotel policy.
• Maintain a friendly, cheerful and courteous demeanor at all times.
• Perform other duties as assigned, requested or deemed necessary by management.
• Process all guest mail, messages and faxes, ensuring timely and accurate delivery.
• Review guest issues, contact appropriate departments for resolution, determine recovery, follow up with guests, and maintain incidence logs; report issues to the manager and escape immediate escalation when appropriate.
• Contribute to and maintain established communication sources such as department and front desk logbooks to enhance operations.
• Ensure that the AM and PM shift sheets are completed each day.
• Other duties as assigned by supervisor or manager.

• Knowledge of standard cash‑handling procedures and computerized cash register systems.
• Past experience dealing directly with the public and general customer‑service skills.
• Fluency in English.
• Ability to understand and follow verbal and written instructions, work on multiple tasks simultaneously, and communicate clearly both verbally and in writing.
• Use of tact and understanding when handling a variety of customer‑service problems, including stressful and emotional situations.
• High organizational skills and attention to minute details when performing multiple tasks.
• Familiarity with standard office equipment (telephone, copier, POS, PC, fax machine, PBX system).

All applicant information will be kept confidential in accordance with EEO guidelines. 21c Museum Hotels is an equal‑opportunity employer and evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or other legally protected characteristic. The EEO is the Law poster is available here: EEOC Poster.