Front Desk Supervisor

GENERAL PURPOSE:

To supervise Front Desk staff to ensure that they are adhering to all hotel policies, procedures, regulations

and standards, while striving towards total guest satisfaction. To ensure that Front Desk operations are

working in a professional manner at all times. Front Desk Supervisor will perform Front Desk clerk and

cashier responsibilities and duties when necessary. Ensures that Front Desk clerks are fully trained for

their position(s) and cross-trained whenever possible.

DUTIES AND RESPONSIBILITIES:

• Responsible for the efficient and professional running of the Front Desk, including relationships

with other departments.

• Ensure smooth check-in and check-out of all guests through properly handling guest accounts.

• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.

• Be prepared to perform all Front Desk functions, including switchboard, business center and guest

relations.

• Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly

familiar with and adhere to all policies, procedures and standards.

• Assist all associates with questions and/or problems which might occur.

• Be present and visible at the Front Desk to ensure efficient and smooth service is provided to all

customers.

• Create a productive and positive atmosphere at the desk; have a good relationship with all

associates and other departments.

• Be a problem seeker and solver.

• Ensure that work area is always clean, neat and organized.

• Plan and conduct staff meetings on a regular basis.

• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when

appropriate.

• Ensure that all supplies are well-maintained.

• Ensure that all Front Desk clerks follow hotel and company policies for bank drop procedures at

end of each shift

• Responsible for shift coverage when short-handed or due to staff absences, including night

auditor shift.

• Check opening house count and establish rate to be quoted during the day with the general

manager.

• Review discrepant rooms regularly.

• Ensure that all Reward Members, VIP guests and repeat guests are identified, recognized, pre-

blocked and special treatment is brought to the room.

• Determine weekly schedule, adjust according to business demands.

• Review credit report and take appropriate action to resolve all problems.

• Ensure that all due-outs for the day are cleared and do not carry any unusual outstanding

balances.

• Complete work or special projects as assigned and adhering to due dates and deadlines.

• Work together with staff on the same level, train and retrain on aggressive hospitality skills,

technical skills and communication skills.

• Responsible for hiring, training and development of staff.

GENERAL RESPONSIBILITIES:

• Check the information board, daily event sheet, be up to date and informed about daily

operations.

• Have knowledge about sales strategy, packages, promotions, discounts and know how to

handle these and how they relate to other departments.

• Develop a thorough knowledge of the products, including hotel rooms, type of rooms,

amenities, services of hotel, etc.

• Develop knowledge about frequent guests and their special requests and needs.

• Be able to work according to budget; keep constant eye on staffing level and control costs as

much as you can.

• Be knowledgeable about etiquette and protocols.

• Be familiar with all emergency plans and be able to act upon them.

• Use your PMS password with discretion; always log off terminal when not working. Control

that all associates are also doing that.

• At all times strive to represent hotel and brand in the most professional, courteous manner

EDUCATION & EXPERIENCE:

Post high-school coursework in hotel administration/hospitality industry acquired through accredited

college or business school, seminar and workshop attendance

Previous experience as Front Office Manager or Asst. Front Office Manager at a similar size and type of

hotel

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• Employee discount
• Paid time off

Schedule:

• Evening shift
• Holidays
• Morning shift
• Night shift
• Overnight shift

Work setting:

• In-person

Ability to Relocate:

• Orlando, FL: Relocate before starting work (Required)

Work Location: In person