Front Desk Supervisor

The Hotel at Auburn University; Auburn (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

The Hotel at Auburn University is seeking a Front Desk Supervisor to oversee daily front desk operations and guest services. This role requires strong leadership, communication, and a commitment to service standards within a university hotel environment.

Responsibilities include coordinating staff, upselling room revenue, maintaining hotel knowledge, and reporting daily activities. Prior front desk or hospitality experience is preferred for a successful candidate.

Qualifications

• High school diploma is required; bachelor's preferred.
• Minimum 2 years of customer service or hotel experience.
• Knowledge of hotel operations and related opportunities.

Responsibilities

• Coordinate staff to meet requests and expectations.
• Direct supervision of Front Desk Agents and PBX Operators in the absence of the Front Desk Manager.
• Enhance guest service quality by maintaining standards of excellence.
• Maintain knowledge of the hotel, university, and local events.
• Build relationships with guests to enable future bookings.
• Perform duties of Front Desk roles as needed across departments.
• Manage relationships with internal and external customers.
• Identify operational challenges and develop solutions with hotel staff.
• Input and access database information into the computer.
• Assist in other departments during off periods (holidays/summer).
• Ensure service standards are upheld; record incidents in KYC.
• Provide service recovery to guests when possible.
• Coordinate upsell program to increase room revenue.
• Resolve discrepancies on room stat reports with housekeeping.
• Create and distribute daily and weekly reports.
• Perform other duties as assigned.

Skills

Customer relationship management

Organizational skills

Problem-solving

Written and verbal communication

Microsoft Office proficiency

Deadline-oriented

Office coordination

Education

High school diploma or equivalent

Bachelor's degree in hospitality or related field (preferred)

Tools

Microsoft Office Suite

Job description

Job Summary:

The Front Desk Supervisor is responsible for the daily operations of the Front Desk.

Supervisory Responsibilities:

• Coordinate, communicate, and direct the performance of departmental staff to achieve desired execution of requests and expectations.
• Direct supervision of Front Desk Agents and PBX Operators in the absence of the Front Desk Manager.

Duties & Responsibilities:

• Enhance the quality of life for our internal and external clients by establishing service standards of excellence.
• Maintain knowledge of the hotel, university, and local events and amenities.
• Build and strengthen relationships with guests that enable future bookings.
• Performs all duties of Front Desk Agent, PBX Operator, Reservation, and Bell Staff.
• Effectively manages and develops relationships with key internal and external customers.
• Proactively identifies operational challenges associated with owners and works with hotel staff to solve these challenges and/or develop alternative solutions.
• Input and access database information into the computer.
• Assist in other departments of the hotel as needed during "off" periods (holidays and summer months).
• Ensure that company service standards are upheld to the highest standards – no compromises.
• Ensures that any guest incidents and internal defects are recorded in KYC.
• Service recovery to the guest's satisfaction before the guest departs the hotel whenever possible.
• Coordinating the upsell program to increase room revenue.
• Resolve discrepancies on room stat reports with housekeeping.
• Crete and distribute daily and weekly reports to all necessary team members.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Strong customer development and relationship management skills.
• Strong organizational skills. Ability to multi-task in a stressful and tense environment.
• Strong problem-solving skills.
• Excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite or similar software.
• Ability to complete assigned tasks within established deadlines.
• Ability to integrate and harmonize office functions.

Education & Experience:

• High school diploma or equivalent is required.
• Bachelor's degree in hospitality management, business administration, or a related field is preferred.
• Minimum of 2 years of customer service and/or hotel experience is required.
• Knowledge of operations and associated opportunities.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting.
• Must be able to lift up to 15 pounds at times.

An Equal Opportunity Employer:

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.