Front Desk Supervisor

Position Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring efficient and effective guest service, and managing a team of Front Desk Agents. This role includes supervising the front desk staff, handling guest concerns, managing reservations, ensuring the smooth check‑in/check‑out process, and maintaining the front desk area’s organization. The Front Desk Supervisor is also responsible for training, coaching, and motivating team members to deliver excellent customer service.

• Team Supervision and Leadership:
  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.
• Guest Check‑in and Check‑out:
  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.
• Reservation Management:
  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.
• Guest Services and Communication:
  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.
• Front Desk Operations and Efficiency:
  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.
• Collaboration with Other Departments:
  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 over bookings, 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.
• Training and Development:
  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.
• Administrative Duties:
  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.

• High school diploma or equivalent (required).
• 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 (required).
• At least 1‑2…