publié le septembre 4, 2025

Overview

• Front Desk Supervisor is responsible for checking guest in and out, and for properly accommodating guests from start to finish. Utilizing opportunities to enhance the guest stay to promote a positive experience and recover if needed.  
• To have adequate communication with the front desk, bell, concierge, reservations and the PBX operator via phone and or radio, to ensure guests are assisted and satisfied with all their needs.
•  Assist staff with back office administrations, this includes: Sales, Marketing. Revenue; with tasks or assistance with new or in-house guests concerns.
• To oversee the day-to-day operations of the Hotel Front Desk & Office, and act as Manager on Duty in the absence of the FOM and GSM.

Work Requirements

• Must be able to resolve guest challenges efficiently and effectively with a great attitude. Utilizing all options to ensure a guest values their resolution
• Provides excellent guest service and acts as the Manager on Duty in the absence of supervisors & managers.
• Supervises Front Desk Agents, Concierge, Gift Shop Clerks, Bell Attendants and Security.
• Provides support to the Front Desk Manager and Assistant Front Desk Manager in day-to-day tasks.
• Complete any worker compensation and injury reports in absence of the FDM or AFDM.
• Assigns and instructs team members in details of work.
• Fills in for any call outs or missing team members. Ie. Gift shop, bell, engineering.
• Resolves customer complaints when elevated from the agents in absence of the FDM and AFDM.
• Provides ongoing training and coaching for Front Office staff.
• Always maintain a great attitude
• Orchestrates and expedites the registration and checkout process at the front desk.
• Reconcile and post daily revenue activity.
• Settle Credit Card Batches utilizing Dollars on the Net
• Strong technical skills with Opera PMS
• Make hotel and other reservations by entering or telephoning requirements, checking availability, confirming requirements.
• Contributes to team effort by accomplishing projects/tasks as needed on a daily basis. 
• Oversee bucket check and issue coach and counseling or warning for repeat issues.
• Assist with selecting PMT rooms for the Engineering Crew.
• Research any balances in accounts daily
• Communicate to management and Front Desk Supervision of shift details.
• Establish credit by verifying credit cards or obtaining cash. 
• Inspect vacant rooms for quality control.
• Check Security In and Out each shift, verifying the correct times.
• Routinely check with security guard to make sure the property is secure.
• Check all charges and make sure that all rates are correct.
• Post No Show’s and closes out open folios in the morning.
• Complete CCTV report showing cameras working and not working each shift.
• Communicating with team members both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.
• Effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy to defuse anger, collect actual information and resolve conflict.
• Organizing, conducting and/or attending meetings.
• Ability to communicate verbally and in writing in English and prepare complex reports, compiling and preparing financial reports.
• Ensuring procedures are followed when dealing with all safety and security issues are concerned.
• Perform basic functions involving payroll such as payroll edits, meal break log and scheduling.

Education Requirements

• High school diploma
• Previous Reservation Experience and PBX experience.

Physical Requirements

• Must be able to lift up to 25 pounds of force occasionally, and/or negligible amounts of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to walk/stand for extended periods of time.  Flexible and long Hours sometime required.
• The job description is not an exclusive or exhaustive list of all job’s functions that an employee in this position may be asked to perform from time to time.

EOE/M/F/D/V/SO