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Hotel Front Office Supervisor

2 months ago

Tampa, Florida, United States Thind Management Full time
Job Title: Hotel Front Office Manager

Thind Management is seeking a highly motivated and experienced Hotel Front Office Manager to oversee the day-to-day operations of the front desk at one of our properties. As a key member of our team, you will be responsible for ensuring the efficient guest check-in and check-out processes, handling guest inquiries and requests, and providing exceptional customer service.

Key Responsibilities:
  • Supervise and assist front desk agents in performing their duties, ensuring smooth operations and efficient guest service
  • Coordinate guest check-in and check-out processes, ensuring accuracy in registration, payment, and room assignment procedures
  • Handle guest inquiries, requests, and complaints, resolving issues promptly and to the guest's satisfaction
  • Maintain a guest-centric approach, providing exceptional customer service and ensuring guest satisfaction
  • Address guest concerns and complaints professionally, escalating issues as necessary
  • Monitor guest feedback and reviews, identifying areas for improvement and implementing appropriate measures
  • Train and mentor front desk agents, ensuring they have the necessary skills and knowledge to perform their role effectively
  • Provide ongoing coaching and feedback to enhance guest service skills and problem-solving abilities
  • Conduct regular performance evaluations and identify opportunities for training and development
  • Communicate effectively with other hotel departments to ensure smooth operations and guest satisfaction
  • Coordinate with housekeeping to ensure timely room readiness and cleanliness standards
  • Collaborate with the General Manager to implement policies, procedures, and service standards
  • Prepare and maintain front desk reports, including occupancy reports, guest arrival and departure lists, and revenue reports
  • Assist in managing room inventory and reservations, optimizing room occupancy and revenue
  • Handle cash and payment transactions, ensuring accuracy and compliance with hotel procedures
  • Collaborate with the sales team to identify and pursue opportunities for business growth, including corporate accounts, group bookings, and event bookings
  • Support the GM in leading, motivating, and developing a high-performance team
  • Foster a positive work environment that promotes teamwork, collaboration, and employee engagement
  • Ensure compliance with all applicable laws, regulations, and hotel policies, including health, safety, and security standards
  • Implement and monitor quality assurance programs to uphold brand standards and deliver a consistent guest experience
  • Assist GM or hold regular briefings and meetings with all heads of departments - daily huddles, weekly management meetings, etc.
  • Ensure all decisions are made in the best interest of the hotel and management
  • Ensure compliance with all local, state, and federal regulations
  • Perform any other duties as assigned by Executive team & Ownership
Qualification Standards & Company Requirements:
  • High school diploma or equivalent (required); bachelor's degree in Hospitality Management or a related field (preferred)
  • Previous experience in front desk operations or guest services, with some supervisory experience (preferred)
  • Excellent customer service and communication skills
  • Strong problem-solving skills and ability to handle guest issues effectively
  • Proficient in hotel management systems, property management systems, and relevant software
  • Detail-oriented with strong organizational and multitasking skills
  • Ability to work under pressure and adapt to changing situations
  • Proficient in hotel management systems, property management systems, and relevant software
  • Proficient in Microsoft Office and hotel & restaurant software(s)
  • Must have a flexible work schedule