Front Desk Supervisor

Westmont Hospitality; Dublin (OH); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health Insurance

HSA

401(k) Plan

Paid Time Off

Job summary

Embassy Suites Columbus Dublin is seeking a friendly Front Desk Supervisor to welcome guests, check them in, and coordinate with the front office team. The role requires at least two years of combined front desk and supervisory experience, with flexibility to cover weekends and holidays.

You will work with CRM Toolbox and the PMS system to manage registrations, ensure smooth arrivals and check-outs, handle guest concerns, and uphold brand standards in a 24/7 hotel environment.

Qualifications

• Two years combined front desk and supervisor experience.
• Ability to work weekends and holidays.

Responsibilities

• Greets guests, checks in/out using the PMS system, and assigns rooms per guest needs.
• Input and retrieve information, manage guest accounts, and handle billing adjustments.
• Answer phones, relay messages, and assist guests with inquiries and directions.
• Coordinate arrivals for groups and ensure smooth check-in/out processes.
• Train new agents on duties, cash handling, and CRM tools; ensure brand standards.
• Monitor attendance and enforce policies; support a positive work environment.
• Assist other front desk staff as needed and perform related duties.

Skills

Front desk experience

Supervisor experience

Customer service

Tools

PMS system

CRM Toolbox

Job description

The Embassy Suites Columbus Dublin is looking for talented individuals with a hospitality attitude who truly want to make a difference every day! If you are looking to make a difference, we want to talk to you!

Essential Job Functions

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week. This position will include 2 overnight shifts per week.

Must be able to work weekends, and holidays.

• Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Closeout guest accounts at the time of check out. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area.
• Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
• Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.
• Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of the hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on the PMS system.
• Monitor and track the time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard.
• Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
• Assists other Front Desk Personnel when need.
• Perform any related duties as requested by management.

Prior Experience

• Two years combined prior front desk and supervisor experience.

Health & Wellness Benefits

At the Embassy Suites Columbus Dublin we value our team members and are proud to offer a competitive and comprehensive benefits package. Here's what you can look forward to as part of our team:

• Medical, Dental, and Vision Insurance
• Health Savings Accounts (HSA)
• Optional Life Insurance
• Long-Term Disability Insurance

401(k) Retirement Plan

Paid Time Off & Holidays

Employee Referral Program

Help grow our team and earn rewards when you refer friends or family.

EOE/M/F/D/V