Supervisor-Front Desk

Overview

This role oversees front desk operations at a hotel, ensuring smooth guest registration, payments processing, room assignments, and superior guest satisfaction while acting as a liaison across departments.

Primary Responsibilities

• Assist staff in resolving payment issues such as credit card processing problems and follow up with guests to verify resolution satisfaction.
• Manage guest check-ins by confirming reservations, assigning rooms, distributing and activating room keys.
• Process various payment forms including lodging charges, cash, checks, debit and credit cards accurately.
• Open and maintain precise guest accounts at check-in covering shared/separate rooms, taxes, incidental charges, and compensations.
• Monitor room availability and secure suitable alternative accommodations if needed to fulfill guest bookings.
• Reserve rooms in the system and identify special guest requests or requirements.
• Coordinate with relevant departments like Bell Services and Housekeeping to address guest calls, requests, and issues promptly.
• Follow up with Housekeeping to ensure rooms are guest-ready upon arrival.
• Review employee shift logs and daily memo books to record pertinent information accurately.
• Perform cash handling duties by calculating cash at shift start/end and balancing receipts as per accounting standards.
• Support management in employee training, motivation, and coaching, acting as a role model and point of contact for fair treatment policies.
• Report accidents, injuries, and unsafe conditions, conducting safety training and facilitating certifications.
• Maintain compliance with company policies, uphold a professional appearance, and protect confidential information.
• Proactively anticipate guest service needs to enhance satisfaction.
• Communicate clearly using professional language both orally and in writing and manage telephone communications suitably.
• Build and sustain positive working relationships with colleagues.
• Ensure service quality standards and expectations are consistently met.
• Be capable of standing, sitting, or walking for extended periods and handle objects up to 10 pounds independently when required.
• Perform other reasonable duties assigned by supervisors as needed.

Qualifications and Skills

• Minimum education: High school diploma or equivalent general education development certificate.
• At least one year of relevant work experience in a similar capacity.
• No prior supervisory experience required.
• No specific licenses or certifications necessary.

Diversity and Inclusion Commitment

The employer actively ensures equal opportunity employment, welcomes diverse backgrounds, and complies with anti-discrimination laws to foster an inclusive and respectful workplace.

Brand Commitment

The brand empowers guests to regain control and improve their well-being while traveling. It seeks staff who are passionate, health-conscious, optimistic, and adventurous to uphold the unique wellness-focused programs and culture.