A Luxury Hotel Front Desk Supervisor is responsible for overseeing the front desk operations to ensure that guests receive the highest level of service. The role typically involves managing a team, ensuring smooth check-in/check-out processes, addressing guest inquiries, and maintaining the hotel's overall guest service standards. Here's a detailed job description:
Key Responsibilities:
Supervision & Staff Management:
* Lead, train, and mentor front desk agents to maintain top-tier guest service.
* Assign duties, ensure shifts are covered, and oversee team performance.
* Evaluate front desk staff performance and provide constructive feedback.
* Handle any staffing issues and ensure a positive work environment.
* Ensure guests experience an efficient and welcoming check-in/check-out process.
* Resolve guest complaints and concerns promptly and professionally.
* Anticipate guest needs and personalize services to exceed expectations.
* Manage VIP and high-profile guests, offering.Are exclusive services.
Operational Management:
* Oversee front desk operations to ensure accuracy and efficiency.
* Ensure all guest reservations are processed accurately in the system.
* Maintain accurate records of room availability, check-in/check-out status, and guest preferences.
* Monitor the daily cash handling, payment transactions, and billing procedures.
* Work closely with housekeeping, maintenance, and other hotel departments to coordinate guest needs.
* Ensure that special requests (e.g.,ਕ ਰroom preferences, additional amenities) are communicated and fulfilled.
* Handle coordination of early/late check-ins and check-outs as necessary.
Quality Control:
* Maintain and ensure the quality of guest experiences at all times.
* Stay informed about hotel services, local attractions, and amenities to assist guests.
* Conduct audits to ensure all guest service procedures align with hotel standards.
Administrative Duties:
* Generate reports on guest feedback, occupancy, revenue, and operational trends.
* Ensure all front desk paperwork and documentation are completed accurately.
* Maintain and manage hotel room inventory, including upgrades and changes.
Crisis Management:
* Handle emergency situations such as guest safety concerns, overbookings, or system failures in a calm and efficient manner.
* Ensure proper safety and security measures are in place for guests and staff.
Skills & Qualifications:
* Proven experience in a front desk or customer service role, preferably in a luxury hotel.
* Strong leadership, communication, and organizational skills.
* Capability to handle difficult situations and resolve conflicts.
* Proficiency in hotel management delas (e.g., Opera, Protel, or similar).
* Exceptional guest service and interpersonal skills.
* Ability to multitask and work under pressure.
* A positive, professional demeanor and appearance.
Education & Experience:
* A high school diploma or equivalent (a degree in hospitality management or related field is a plus).
* Previous experience in the hospitality industry, particularly in a front desk or supervisory role.
Working Conditions:
* Work may involve standing for extended periods, interacting with guests, and handling financial transactions.
This role is crucial to maintaining a luxurious, seamless guest experience, and the Front Desk Supervisor is often the face of the hotel, ensuring that guests feel valued and attended to.
WHAT'S IN IT FOR YOU
* Paid time off
* 401K with company match up to 2%
* Free shift-meal prepared by our in-house culinary experts