Job Summary
We are seeking a dynamic and professional Front Office & Guest Services Supervisor to lead our front desk operations and ensure exceptional guest experiences. This role involves overseeing daily front desk activities, managing guest relations, and supervising a team to maintain high standards of hospitality. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering outstanding customer service in a fast-paced environment.
Duties
- Supervise front desk staff to ensure smooth check-in and check-out processes
- Greet guests warmly and provide personalized assistance throughout their stay
- Manage multi-line phone systems with professionalism and efficiency
- Handle guest inquiries, requests, and complaints promptly to ensure satisfaction
- Coordinate reservations, cancellations, and room assignments accurately
- Maintain accurate records of guest information and billing details
- Train and mentor front desk team members on customer service protocols and hotel procedures
- Ensure adherence to hotel policies, safety standards, and service quality standards
- Support the implementation of guest service initiatives to enhance overall guest experience
- Collaborate with other departments to meet guest needs and resolve issues effectively
Requirements
- Proven experience in front desk operations or hospitality roles, preferably in a hotel setting
- Prior experience with Opera PMS systems
- Strong customer service skills with a focus on guest satisfaction
- Excellent phone etiquette and communication skills, including proficiency with multi-line phone systems
- Ability to work efficiently in a fast-paced environment while maintaining professionalism
- Multilingual or bilingual abilities are highly desirable to assist diverse guests
- Leadership skills with the ability to supervise and motivate team members
- Knowledge of hospitality software systems and reservation management tools is preferred
- Flexibility to work various shifts as needed, including evenings or weekends if required
- A positive attitude, attention to detail, and a genuine passion for hospitality excellence
Pay: $56,000.00-$62,000.00 per year
Work Location: In person
