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Front Desk Supervisor

1 month ago

Richmond, Virginia, United States Home2 Suites Full time
About the Role

We are seeking a highly skilled and experienced Front Desk Supervisor to join our team at Shamin Hotels. As a key member of our operations team, you will be responsible for overseeing the front desk operations, ensuring exceptional customer service, and leading a team of reservations agents.

Key Responsibilities
  • Provide leadership and direction to the reservations team, including training, coaching, and performance management.
  • Monitor the quality and accuracy of reservations processed by team members, ensuring adherence to company standards and policies.
  • Handle escalated customer inquiries or issues, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
  • Schedule and allocate work assignments to optimize team performance and ensure adequate coverage during peak periods.
  • Conduct training sessions for new hires and ongoing training for existing team members to enhance their skills and knowledge.
  • Generate reports on reservation activity, performance metrics, and customer feedback for management review.
Requirements
  • Proven experience in a reservations or customer service role, with at least 1 year of supervisory or leadership experience.
  • Strong customer service orientation with a passion for delivering exceptional experiences to guests.
  • Excellent leadership and interpersonal skills, with the ability to motivate and inspire team members to achieve goals.
  • Clear and effective communication skills, both verbal and written, with the ability to communicate with team members and customers at all levels.
  • Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
  • High level of accuracy and attention to detail in processing reservations and reviewing team members' work.
  • Strong problem-solving skills, with the ability to resolve issues quickly and effectively.
  • Proficiency in using reservation systems, Microsoft Office Suite, and other relevant software applications.
About Us

Shamin Hotels is an award-winning hospitality organization with over 9,000 rooms in 76 properties. We are deeply rooted at the forefront of the hospitality industry, committed to developing experiential accommodations across many market segments while providing extraordinary experiences for a wide range of guests as well as growth opportunities for our associates.