FRONT DESK SUPERVISOR - PM SHIFT / Full Time - $18 per hour

The Front Desk Supervisor is primarily responsible for supervising the day-to-day operations of the Front Desk. This position will provide exceptional customer service and ensure the smooth operation of our front desk and reception area.

The Front Desk Supervisor shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the SCP’s Culture & Core Values.

The Job

• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Observing guest reactions and conferring frequently with team members to ensure guest satisfaction.
• Maintain positive guest relations at all times. Resolve guest complaints to over-the-moon satisfaction.
• Follow hotel policies with lost and found items.
• Adhere to hotel requirements for guest and team member accidents or injuries and in emergency situations.
• Encourage Social Media/5-star compliments or reviews on OTA’s.
• Ensure security of guest room access.
• Maintain confidentiality, security, and integrity of organizational data
• Customer Service: Greet and assist visitors, clients, and guests in a courteous, friendly, and professional manner. Handle inquiries, complaints, and requests promptly and resolve issues to the satisfaction of all parties involved.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Front Desk Operations: Oversee the smooth operation of the front desk, including managing incoming calls, mail, and emails.
• Assist in booking room reservations, answering Hotel phone calls, and notifying guests of messages.
• Supervise Front Desk Staff: Lead and manage front desk staff, providing guidance, training, and support to ensure top-tier performance and customer service.
• Team Leadership: train and support a team of front desk representatives.
• Responsible for maintaining an efficient and effective flow of information with guests, team members, managers, housekeeping, and other departments within the Hotel.
• Assist with monthly product inventory.
• Assist with 3rd party reconciliations.
• Billing and Payment Processing: Process guest payments, prepare invoices, and ensure accurate financial transaction
• Maintain complete knowledge at all times of:

1. All Hotel features/services, hours of operation.
2. All room types, numbers, layout, decor, appointments, and location.
3. All room rates, special packages, and promotions.
4. Daily house count and expected arrivals/departures.
5. Room availability status for any given day.
6. Scheduled in-house group activities, locations, and times.
7. All Hotel and departmental policies and procedures.

• Assist team members with their job functions to ensure optimum service to guests.
• Inspect, plan, and ensure that all materials and equipment are in complete readiness for service.
• Access all functions of computer/software systems.
• Other duties as assigned.

Job Requirements

• Must be a United States citizen or possess a valid work permit.
• Must be able to read, write, and speak English. Fluency in other languages is beneficial.
• Must be able to accurately follow instructions, both verbally and written.
• Ability to work a flexible schedule that may include evenings, weekends, and holidays.
• Must be able to work in a fast-paced environment with urgency and empathy.
• Outstanding coordination and multi-tasking abilities.
• Professional in appearance and demeanor.
• Ability to learn, understand, and work within POS, PMS, CRM, and other Hospitality-specific software systems.
• Proficient in handling various office equipment, including phone systems and computer software (e.g., MS Office, appointment scheduling software).
• Must have general computer skills including Microsoft Office and Google Suite.
• Leadership qualities, including the ability to motivate, mentor, and guide team members to achieve their best performance.
• Punctual, dependable, and professional with a strong sense of responsibility and integrity.
• Must have the ability to deal effectively and interact well with guests, vendors, and team members.
• Must have the ability to resolve problems and/or conflicts in a diplomatic and tactful manner.

Supervision

• Reports to the Front Office Manager or Operations Manager (depending on property).

Education and Experience

• High school diploma or equivalent.
• Previous customer service experience required.
• Previous Front Desk experience preferred.
• State Alcohol Serving Certificate.