Overview
We are seeking a dedicated and professional Front Desk Supervisor to oversee the daily operations of our front desk team. The ideal candidate will possess exceptional customer service skills and a strong background in hospitality, ensuring that all guests receive a warm welcome and outstanding service. This role requires proficiency in managing multi-line phone systems and providing guest services in a fast-paced environment. Multilingual or bilingual candidates are highly encouraged to apply, as they will enhance our ability to serve a diverse clientele. The schedule is assigned based on seniority. For this position, most shifts will typically be from 3:00 PM to 11:30 PM.
Responsibilities:
Leadership & Team Development
- Report directly to the Front Office Manager (FOM) and serve as Manager on Duty in their absence.
- Support the leadership of the Front Desk team, including staff orientation, training, coaching, and ongoing development.
- Conduct performance reviews and provide constructive feedback to maintain high team performance.
- Foster a collaborative, professional, and positive work environment.
- Implement and uphold Standard Operating Procedures (SOPs), ensuring consistent service excellence and compliance with Front Office standards.
Guest Experience & Service Excellence
- Greet and check in guests efficiently and courteously, using the guest’s name whenever possible.
- Ensure accurate room assignments, requested room types, and proper rate application.
- Coordinate luggage delivery and issue correct room keys.
- Manage guest check-outs, confirm satisfaction, post late charges, present folios, and process payments accurately (credit card or cash).
- Handle guest inquiries, concerns, and complaints with professionalism and urgency, accommodating special requests whenever possible.
- Provide accurate information regarding hotel services, operating hours, in-house events, key personnel, and local directions.
- Respond promptly and effectively to guest requests in person and by phone.
- Review all special requests, VIP arrivals, and early arrivals at the beginning of each shift to ensure proper preparation and execution.
- Prepare and submit weekly incident reports, ensuring accurate documentation of guest concerns, operational challenges, and resolutions.
- Conduct follow-up reviews on incidents and guest complaints to ensure proper resolution and identify opportunities for service improvement.
Operations & Financial Accountability
- Maintain and reconcile a balanced cash float at the beginning and end of each shift.
- Process cash transactions, make change, and exchange foreign currency as required.
- Stay informed on promotional programs, new procedures, and ongoing projects, ensuring the team remains updated.
- Utilize multiple computer systems to manage reservations, guest check-in/check-out, mobile check-in, and guest requests.
Cross-Departmental Collaboration
- Accept reservations, modifications, and cancellations in the absence of Reservations staff.
- Answer and direct guest calls appropriately when Reservations Agents are unavailable.
- Assist Concierge, Bell Staff, and provide lobby coverage during high-volume periods or staff absences.
- Provide basic troubleshooting support for in-room amenities, including internet, television, and check-in kiosks.
- Work closely with the Bell/Door team to coordinate luggage handling, deliveries, and special requests.
- Partner with Housekeeping to ensure room readiness and seamless guest transitions.
- Proactively communicate any special accommodations or updates to relevant departments to ensure a seamless and elevated guest experience.
Additional Responsibilities
- Perform other duties as assigned to support hotel operations and ensure an exceptional guest experience.
Qualification:
· Must have a passion for delivering outstanding service
· Self-motivated, decisive, responsible and driven to achieve goals
· Strong interpersonal skills, exceptional oral and written communication skills
· Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills
· Able to remain calm under pressure
· Must be organized and detail oriented
· Strong multi-tasking skills
· Must be able to stand for an entire shift
· Ability to work flexible hours, including days, evenings, nights, weekends, holidays and overnight shifts
· Fluent in English. Proficiency of a secondary language would be an added advantage
· Minimum 3 years experience as a Front Desk Supervisor
· Relevant experience in a similar capacity in a luxury hotel
· Proficient in Word, Excel and Outlook
· Experience with property management systems would be an added advantage
· College education in Hospitality preferred or equivalent experience
Job Type: Full-time
Pay: $28.65-$33.66 per hour
Benefits:
Application question(s):
- Most shifts for this position are scheduled from 3:00 PM to 11:30 PM. Occasionally, shift times may vary based on operational needs, employee vacations, or approved time-off requests. Are you comfortable with this schedule flexibility?
- Do you know Opera Cloud?
Experience:
- Front Desk Supervisor: 1 year (preferred)
Work Location: In person
