Position Summary: The Front Office Supervisor is responsible for overseeing all front Desk operations to ensure efficient and effective service delivery. This role involves managing the front desk, handling guest inquiries and complaints, and coordinating with other departments to ensure guest satisfaction. This role will also act as Manager on Duty when Department heads are gone for the day.

Key Responsibilities:

Oversee daily front office operations, including check-in/check-out procedures, reservations, and guest services

Ensure the front desk is adequately staffed at all times.

Monitor and manage room inventory and availability.

Implement and maintain front office policies, procedures, and standards.

Guest Relations:

Ensure a high level of guest satisfaction by providing exceptional service and resolving guest issues promptly and professionally.

Handle guest complaints and concerns with a positive and solution-oriented approach.

Develop and maintain strong relationships with repeat and VIP guests.

Team Leadership:

Train, and supervise front office staff, including scheduling and performance evaluations.

Foster a positive work environment and motivate the team to achieve departmental goals.

Conduct regular meetings and training sessions to keep the team informed and engaged.

Overall Frontdesk Supervision:

Participate in the budgeting and cost control processes.

Oversee billing, service recovery, and cash handling procedures.

Assist in ensuring operations are within labor budget including meal penalties, overtime, employee schedules and staffing.

Monitor and analyze front office performance metrics and implement improvement strategies as needed.

Provide thorough training to all new Front Deask and Night Audit staff to ensure they know all components/features of our hotel brand and are trained to meet service standards. This may include refreshers to staff as needed or as changes in processes occur.

Coordination and Communication:

Collaborate with other departments, such as housekeeping, maintenance, & sales to ensure seamless operations and guest satisfaction.

Communicate effectively with the General Manager and other department heads regarding front office activities and any issues that arise.

Compliance and Safety:

Ensure compliance with all hotel policies, procedures, and standards, as well as local and national regulations.

Maintain a safe and secure environment for guests and staff.

Qualifications:

• Minimum of 3 years of experience in front office operations in the hospitality industry
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficient in hotel management software
• Strong problem-solving skills and the ability to handle stressful situations calmly and effectively.

Need to be willing and able to work beyond normal working hours, weekends, holidays, and/or on other shifts, including overnight Night Audit when necessary.

The statements listed are intended to represent the key duties and level of work being performed. They are not intended to be a comprehensive list of all activities, duties, responsibilities or qualifications of the job. Activities, duties, and responsibilities are therefore subject to change and new ones may be assigned at any time, with or without notice. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. We are an equal opportunity and affirmative action employer and make employment decisions without regard to membership in any protected class. Those who are ineligible to work in the United States will not be considered.