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