Front Desk Supervisor

Daxton Hotel; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A luxury hotel is seeking a Front Desk Supervisor to oversee operations and ensure guests receive top-tier service. This role includes managing front desk agents, addressing inquiries, and maintaining quality standards. Ideal candidates have strong leadership and customer service skills, with experience in a similar role. Benefits include paid time off and a 401K plan.

Benefits

Paid time off

401K with company match up to 2%

Free shift-meal prepared by in-house culinary experts

Qualifications

• Proven experience in a front desk or customer service role, preferably in a luxury hotel.
• Ability to handle difficult situations and resolve conflicts.
• A positive, professional demeanor and appearance.

Responsibilities

• Lead, train, and mentor front desk agents.
• Oversee front desk operations to ensure accuracy and efficiency.
• Resolve guest complaints and concerns promptly.

Skills

Strong leadership

Exceptional guest service

Communication skills

Organizational skills

Problem-solving

Education

High school diploma or equivalent

Degree in hospitality management

Tools

Opera

Protel

Job description

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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 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., room 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.
• Ability to handle difficult situations and resolve conflicts.
• Proficiency in hotel management software (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