Front Desk Operations Supervisor

3 weeks ago


Orlando, Florida, United States Holiday Inn Orlando International Airport Full time
Front Desk Supervisor Job Description

The Front Desk Supervisor is responsible for overseeing the guest services team to ensure seamless execution of essential duties necessary for an efficient Front Desk operation.

Key Responsibilities:

  • Respond to guest requests, problems, complaints, and accidents in a courteous and efficient manner, ensuring follow-up to guarantee guest satisfaction.
  • Attend daily and monthly rooms meetings to stay informed and aligned with team goals.
  • Participate in the M.O.D. program as scheduled to maintain high standards of service.
  • Work all shifts as required, maintaining a professional working relationship with managers, associates, and other departments.
  • Collaborate with accounting to resolve follow-up items, such as returned checks, rejected credit cards, and associate discrepancies.
  • Ensure staff greet and welcome guests in accordance with company SOPs.
  • Implement company policies and house rules, understanding hospitality terms and their application.
  • Assist in revenue and occupancy forecasting, ensuring accurate cash handling at the Front Desk.
  • Focus the Guest Services Department on contributing to Guest Service and audit scores.
  • Monitor V.I.P.s, special guests, and requests, reviewing daily guest services work and activity reports generated by Night Audit.
  • Be familiar with Brand Rewards programs and offers.

Basic Qualifications:

  • High school education, GED, or equivalent experience.
  • Minimum 3 years of experience in guest services, with at least one year in a supervisory role.
  • Outstanding management, organization, communication, and leadership skills.
  • Highly organized and detail-oriented.
  • Ability to abide by company appearance standards and compliance with designated uniforms.
  • Flexibility to work any shift, weekends, holidays, and special events as needed.
  • Employment eligibility in the U.S.

Physical Requirements:

  • Basic office skills, experience with personal computers and Microsoft Office, general office equipment.
  • Regularly required to sit, stand, walk, bend, and use hands to handle objects, tools, or controls.
  • Ability to lift up to 50 lbs. and work most shifts in a standing position.
  • Valid driver's license from the applicable state.


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