Front Desk Supervisor

Homewood Suites by Hilton and Hilton Garden Inn Chicago Downtown South Loop; Chicago (IL); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in hospitality is seeking a Front Desk Supervisor to enhance guest experiences. In this pivotal role, you will represent the hotel, ensuring every guest receives exceptional service from check-in to checkout. You will manage front office operations, resolve guest complaints, and coordinate with housekeeping to maintain room status. This position requires strong communication skills, a knack for problem-solving, and a commitment to delivering outstanding customer care. If you are passionate about hospitality and enjoy working in a dynamic environment, this opportunity is perfect for you.

Qualifications

• High school diploma or equivalent; 2-4 years hotel experience preferred.
• Ability to communicate professionally with guests and staff.

Responsibilities

• Manage guest complaints and oversee front desk operations.
• Process check-outs, handle transactions, and coordinate with housekeeping.

Skills

Customer Service

Problem Solving

Communication Skills

Mathematical Skills

Persuasive Selling Techniques

Education

High School Diploma

Hotel-Related Experience

Tools

Property Management Software

Word Processing Software

Spreadsheet Software

Internet Software

Job description

Job Title: Front Desk Supervisor

Status: Non-Exempt

Job Summary:

Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experience superior customer care. Responsibilities include registering guests, assigning rooms, accommodating special requests, and ensuring the guests have a pleasant stay and smooth checkout.

Essential Duties and Responsibilities

1. Manage and resolve all guest complaints in a professional and courteous manner
2. Oversee front office/front desk operations during the overnight shift while providing excellent guest services.
3. Process guest check-outs and handle monetary transactions
4. Audit, balance, and report on the various areas of the hotel (e.g., food and beverage, rooms, front desk, gift shop, etc.)
5. Perform duties as Manager on Duty during overnight shift or shifts as scheduled
6. Perform duties of the Front Desk Agent as scheduled
7. Register arriving guests and assign rooms
8. Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
9. Enter same day reservations and future reservations when necessary, know cancellation procedures
10. Maintain an inventory of vacancies, reservations, and room assignments
11. Verify all account postings and balances
12. Report any unusual occurrences or requests to the manager or assistant manager
13. Use persuasive selling techniques to sell rooms and promote services of the hotel
14. Be knowledgeable of room locations, types of rooms available, and room rates
15. Perform other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience

High school diploma or equivalent. Two to four years previous hotel-related experience preferred. Knowledge of surrounding areas and local events. Ability to understand and adhere to proper credit, check cashing, and cash handling policies and procedures. Knowledge of how to properly secure guest information. Skilled in the use of front office equipment.

Language Skills

Ability to communicate with public, hotel staff, and management in a professional manner. Knowledge of proper telephone etiquette. Ability to read and interpret documents such as safety rules, operating and maintaining instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software and Property Management software.

Other

Ability to work a flexible schedule, including evenings, weekends, and holidays. Must have a valid driver’s license with a satisfactory motor vehicle record; required to operate both automatic and manual vehicles. Must be at least 21 years of age.