Full job description
Overview
Windsor Arms Hotel is seeking a dedicated and experienced Front Desk Supervisor to oversee the daily operations of our front desk/housekeeping & Butler. This role is vital in ensuring exceptional guest experiences and maintaining high standards of hospitality. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to manage a team effectively in a fast-paced environment.
In this position, the successful candidate would be responsible for all functions of the Front Desk operation including valet, butler and housekeeping and will be reporting to the General Manager.
Duties
- Supervise and coordinate front desk operations, ensuring smooth check-in and check-out processes for guests.
- Provide outstanding customer service by addressing guest inquiries, resolving issues, and enhancing their overall experience.
- Manage reservations and maintain accurate records using hotel management software.
- Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Maintain information on rates, specials, packages, programs, etc., while ensuring staff are trained in all areas.
- Train, mentor, and evaluate front desk staff to ensure high performance and adherence to hotel policies.
- Handle guest complaints with professionalism and empathy, striving for swift resolutions.
- Maintain knowledge of hotel amenities, local attractions, and services to provide guests with relevant information.
- Implement effective phone etiquette protocols and ensure all phone systems are utilized efficiently.
- Collaborate with other departments to enhance guest relations and improve service delivery.
- Perform any other job-related duties as assigned by Management
Requirements
- Minimum of 3 years Front Office experience at a five-star, luxury hotel in a leadership capacity
- Excellent interpersonal skills to foster positive guest relations and team collaboration.
- Able to make sound business decisions and take action quickly based on previous experience and good judgment.
- Must be able to work well in stressful high pressure situations including ability to handle guest objections and disputes to satisfactory results.
- Familiarity with night audit procedures
- Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations.
- Ability to work flexible hours, including weekends and holidays as needed.
- Hold a valid driver's license
Join our team as a Front Desk Supervisor where you can make a significant impact on our guests' experiences while leading a dynamic team in the heart of hospitality!
Pay: From $60,000.00 per year
Work Location: In person
