The Front Desk Supervisor/Manager is responsible for overseeing the daily operations of the front desk in a hotel, resort, or other hospitality establishment. This role ensures the highest level of guest satisfaction by managing front desk staff, handling guest inquiries and complaints, and ensuring efficient check-in and check-out procedures.
Key Responsibilities:
Staff Management:
Supervise, train, and schedule front desk staff.
Conduct performance evaluations and provide feedback.
Foster a positive work environment and team spirit.
Guest Services:
Greet and welcome guests upon arrival and departure.
Address and resolve guest complaints and special requests.
Ensure a smooth and efficient check-in and check-out process.
Operational Duties:
Oversee daily front desk operations.
Ensure compliance with hotel policies and procedures.
Monitor room availability and coordinate with housekeeping and maintenance departments.
Financial Responsibilities:
Manage and balance cash drawers and financial transactions.
Prepare and reconcile daily, weekly, and monthly reports.
Assist in budget preparation and expense management.
Administrative Tasks:
Maintain accurate records and documentation.
Update and manage reservation systems and databases.
Ensure compliance with health, safety, and security regulations.
Customer Relationship Management:
Develop and maintain positive relationships with guests.
Implement strategies to enhance guest satisfaction and loyalty.
Gather and analyze guest feedback to improve services.
Qualifications:
Education: High school diploma or equivalent; a degree in hospitality management or a related field is preferred.
Experience: Minimum of 2-3 years in a front desk or customer service role; prior supervisory experience is an asset.
Skills:
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Proficiency in hotel management software and MS Office.
Problem-solving skills and the ability to handle stressful situations.
Personal Attributes:
Professional appearance and demeanor.
High level of integrity and reliability.
Positive attitude and strong work ethic.
Working Conditions:
Ability to work flexible hours, including nights, weekends, and holidays.
Application Process:
Interested candidates should submit a resume and cover letter outlining their qualifications and experience.
