Front Desk Supervisor in Dubuque, Iowa at Riddle s Group

Primarily supervises front desk team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Provides technical support to the front desk and housekeeping staff when needed. The front desk supervisor will act as a role model, sharing expertise and knowledge while continually inspiring the front desk associates. Is responsible for ensuring hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements. In addition, the front desk supervisor will ensure that all guests are satisfied when complaints arise. Guest Service is the number one focus in this role. Oversees and supervises the reservation staff.

1. Guest Service Excellence

• Ensure all guests receive prompt, courteous, and efficient service.
• Handle guest complaints or special requests professionally and efficiently.
• Monitor guest satisfaction and take proactive steps to resolve issues.
• Maintains a friendly, professional, cheerful and courteous demeanor always.

2. Staff Supervision & Leadership

• Oversee front desk agents, concierge, and night audit.
• Provide training, coaching, and feedback to front office employees.
• Assign tasks to team members.
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
• Ensure proper grooming, uniform, and professional behavior of staff.
• Trains and directs the workflow and processes of the front desk. Resolves issues/problems and coaches and counsels the front desk team members to ensure quality operation.

3. Operational Oversight

• Supervise check-in, check-out, room assignment, and reservation modification processes.
• Ensure accurate billing, cash handling, and financial transaction procedures.
• Maintain communication with housekeeping, maintenance, and other departments to ensure guest satisfaction. l--:-
• Monitor lobby cleanliness, presentation, and service desk readiness.
• Cover shifts when someone no call no shows.
• Assists all departments in servicing the guests, especially during high volume periods.

4. Administrative & Reporting Duties

• Handle daily reports (e.g., occupancy, arrivals/departures, VIP lists).
• Monitor inventory for supplies and request orders as needed.
• Assist in managing third-party bookings and group reservations.
• Ensure compliance with hotel policies, safety procedures, and brand standards.
• Assists Front Desk Manager in handling all of Twilights' needs, rooming list and assigning rooms.
• Assists in putting in rooming lists and group blocks.
• Create group blocks online when needed.
• Handle SkyTouch issues by calling support and fixing the issue - write down issue and how it can be fixed for the next time.

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