Front Desk Supervisor job description

Job brief

We are on the lookout for a customer-focused, service-oriented, dynamic Front Desk Supervisor to join our team! The ideal candidate will have exceptional customer service skills, good problem-solving abilities, and a friendly and professional demeanor. The focus of the role will be to oversee the overall function of the front desk and manage the reception team.

Responsibilities

• Liaise with hotel management executives to obtain KPIs and targets for the front desk and ensure all team members are fully aware of the objectives.
• Manage the rotas for the reception team members and always ensure adequate cover.
• Ensure that the process for booking guests is followed.
• Make suggestions on how best to improve the booking system or other systems to streamline processes.
• Implement and develop plans and strategies to ensure that all team members work consistently and follow procedures.
• Develop performance review plans for the reception team and use them to reward excellent work or address any team issues.
• Provide reports to hotel management on the performance of the reception desk.
• Provide cover when required to ensure the desk is manned at all times.
• Hold the master key for all rooms in the hotel and ensure it is not given out.
• Take reservations either over the phone or via the online booking system.
• Ensure that all team members are appropriately trained on health and safety and follow it within their working environment.
• Ensure the quality of work is consistent and in line with expectations.
• Arrange and manage training and development such as customer services courses for the front desk team.

Requirements

• High School GED or an Associate’s degree in hospitality, Clerical or customer relations or other related field, or 2 years experience in a similar role and equivalent education
• Excellent written and verbal communication skills
• Customer-focused attitude with an approachable and friendly demeanor
• Excellent telephone manner
• Good leadership and time management skills
• Demonstrated ability to manage and organize yourself and others
• Good computer skills with a knowledge of Microsoft tools such as Word and Excel
• Hands-on experience of being the first point of call for guests in a busy and serviced-focused environment
• Able to meet and exceed KPIs and work well under pressure
• Excellent problem-solving abilities
• Good attention to detail