Front Desk Supervisor ("Supervisor​/a de Recepcion

Position Purpose

Assist the Front Office Manager in the daily operations of the Front Desk Department and Guest Service areas. Ensure that the front desk operation meets hotel standards for maximum guest satisfaction.

• Ensure efficient guest registration, check‑out, and telephone service.
• Observe front desk agents and ensure that established procedures are completed in accordance with policy, including proper public relations techniques, courteous customer handling, proper identification and credit establishment, and accurate posting, cash transactions, account settlements, and deposits.
• Maximize hotel revenues through upsell programs, 95% occupancy strategies, parking revenues, ticket accountability, and cash handling procedures.
• Handle guest complaints and requests courteously, ensuring follow‑through.
• Monitor and respond to Guest Satisfaction Surveys and comments from third‑party sites and comment cards.
• Direct and train front office staff; assist with new‑hire and ongoing training.
• Coordinate front desk and telecommunications breaks to ensure efficient scheduling.
• Participate in the hiring process and prepare Staff Transaction Forms, performance appraisals, and other staff service forms.
• Review expected arrivals, VIP and special request reservations to ensure proper pre‑registration and notification of other departments.
• Relay pertinent information to front desk agents, telecommunications, shift supervisors, and the Front Desk Manager.
• Ensure adequate staffing levels based on hotel demand and complete all necessary reports and forms daily.
• Familiarize oneself with all company policies and benefits.
• Perform any other duties assigned by the manager or supervisor.

• Assist with any guest inquiry.
• Follow all company, safety, and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect supervisors.

• Work primarily inside the hotel; temperature is moderate and controlled.
• Stand, maneuver, and lift up to 45 lbs. as needed.
• Push and pull carts and equipment weighing up to 250 lbs.
• Perform tasks involving writing, standing, sitting, walking, repetitive motions, bending, climbing, and using visual and hearing ability.
• Operate office equipment such as computers, printers, a 10‑key adding machine, multi‑line telephone, filing cabinets, fax machines, and photocopiers.

• Speak, read, write, and understand the primary workplace language.
• Excellent communication skills—verbal, written, and electronic.
• Strong mathematical calculation skills and computer proficiency.
• Leadership capability and customer relations skills.
• Detail oriented with outstanding organizational abilities.
• Basic computer and Windows OS, MS Office, PMS, PBX, key system, and POS knowledge.
• Self‑driven and able to work independently.
• Strong issue resolution and analytical skills with attention to detail.

High school or equivalent education required. Bachelor’s degree preferred.

• Prior front desk experience required.
• One to three years experience in a supervisory role preferred.
• Knowledgeable of loyalty programs, brand standards, and hospitality industry systems preferred.

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