Front Office Team Lead

2 weeks ago


Lincoln, Nebraska, United States Marcus Corporation Full time

Position Overview: The Front Desk Supervisor plays a pivotal role in ensuring the smooth operation of the front desk area, providing exceptional service to guests while managing the front office team.

Key Responsibilities:

  1. Assist the front desk manager in training and guiding front desk, bell, and concierge staff on hotel policies and procedures.
  2. Administer disciplinary actions as necessary, ensuring adherence to established protocols.
  3. Maintain high standards of quality and service within the front desk environment.
  4. Oversee front desk operations, including greeting guests, processing transactions, managing the front office system, answering phone inquiries, and ordering necessary supplies.
  5. Support the front desk manager with reservations, guest registration, and special arrangements for group bookings.
  6. Review daily shift reports and conduct follow-ups as required.
  7. Effectively manage interactions with both internal and external customers, demonstrating patience, tact, and diplomacy to resolve conflicts and gather accurate information.
  8. Represent the hotel with professionalism and decorum at all times.
  9. Adhere to all company policies, industry standards, and information protection procedures.
  10. Participate in all mandatory meetings and training sessions related to guest services.
  11. Perform additional duties and special projects as assigned.

Qualifications:

  • A high school diploma is required; an advanced degree in a hospitality-related field is preferred.
  • A minimum of one year of front desk experience is required, with prior supervisory experience preferred.
  • Flexibility to work varied shifts, including days, evenings, weekends, and holidays, while maintaining composure under pressure.
  • Basic mathematical skills and proficiency in operating a 10-key by touch.
  • Ability to address guest and employee concerns in a friendly and positive manner, demonstrating empathy and providing proactive solutions.
  • Excellent interpersonal, listening, and communication skills, with proficiency in reading, writing, speaking, and understanding English.
  • Strong telephone etiquette and the ability to represent the company in a professional and courteous manner.
  • Supervisory and organizational skills with the capability to manage multiple tasks effectively.

Location: United States



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