Full job description

ExOverview
We are seeking a dynamic and experienced Front Desk Supervisor to oversee the guest services operations at our hotel. The ideal candidate will possess strong hospitality management skills, exceptional customer service abilities, and a passion for creating memorable guest experiences. This role requires a professional who can lead a team, manage front desk operations efficiently, and ensure guest satisfaction at all times. Multilingual and bilingual skills are a plus to serve our diverse clientele effectively. The Front Desk Supervisor will play a pivotal role in maintaining the high standards of our hospitality services, managing guest relations, and supporting the overall success of our resort.

Responsibilities

• Meets and exceeds guest and team member expectations by providing exceptional service and teamwork.
• Communicates effectively with guests, co-workers and supervisors to ensure a memorable guest experience.
• Handles difficult situations effectively. Handles guest complaints and refers to Assistant General Manager whenever necessary.
• Provides quality service to the guest by responding to their requests promptly, efficiently and courteously during the guests stay.
• Reviews all incoming reservations and pre-registers/pre-blocks VIP’s, packages and pre-assigned pre-registered groups.
• Insures prompt and courteous interactions will all hotel guests.
• Assists in the training of Front Desk Associates.
• Maintains timely and accurate house counts, checks on room availability and house status. Communicates with housekeeping engineering regarding room availability to provide the hotel guest with the best possible experience.
• Assists in maintaining room security by providing effective key control and participates in matters relating to guest room security.

Experience

• Experience in hotel front desk supervision within a hospitality environment
• Strong background in customer service and guest relations, and hotel operations.
• Bilingual or multilingual proficiency is preferred to communicate effectively with diverse guests
• Demonstrated leadership skills with the ability to manage a team in a fast-paced setting
• Knowledge of hospitality management software and reservation systems is highly desirable
• Excellent communication skills, including phone etiquette and interpersonal abilities