Front Desk Supervisor

Hilton Fairfax; Fairfax (VA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hotel in Virginia is looking for a Front Desk Supervisor to provide guidance and leadership. The role involves ensuring high-quality customer service, training staff, and managing front desk operations. Ideal candidates should have at least two years of supervisory experience and excellent communication skills to enhance guest satisfaction while maintaining a positive work environment.

Benefits

401(k)

Health insurance

Paid Time Off

Room Discounts

Employee Food & Beverage Discounts

Qualifications

• At least two years of front desk and supervisory experience.
• Proficiency with calculators, basic math, and computer systems.
• Strong listening, speaking, and written communication skills in English.

Responsibilities

• Guide and lead front desk clerks, ensuring quality customer service.
• Handle guest registrations and resolve customer issues.
• Train new staff on procedures and ensure compliance with standards.

Skills

Effective communication skills

Customer service

Supervisory skills

Cash handling

Education

High school diploma or equivalent

Additional education or experience preferred

Tools

OnQ

Job description

Job Summary

Provides guidance and leadership as the Front Desk Supervisor, ensuring consistent quality customer service is delivered.

Essential Job Functions

This description summarizes primary responsibilities and qualifications. It does not include all duties or qualifications that may be required now or in the future. The hotel operates 24/7, so shifts may vary.

1. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks, observe performance, and encourage improvement.
2. Greet guests promptly with a friendly and sincere welcome. Use a positive voice, listen to requests, respond appropriately, and provide accurate information about outlets and local attractions.
3. Complete registration efficiently by inputting and retrieving information from the computer system, confirming guest details, selecting rooms, coding electronic keys, and closing guest accounts at checkout. Handle guest dissatisfaction professionally, including negotiating revenue allowances when appropriate.
4. Verify credit cards for authorization, handle cash, record vouchers and checks, perform arithmetic functions, and post charges accurately using the computer system.
5. Answer phones promptly using a clear English voice, input and retrieve messages, and assist with mail, packages, and facsimiles as requested.
6. Remain calm during emergencies or busy periods, resolve customer issues through thorough research, and make decisions based on experience and judgment, including authorizing revenue allowances when necessary.
7. Manage third-party internet billing, prepare group arrivals, and ensure smooth check-in/out processes.
8. Train new staff on duties, cash handling, CRM Toolbox, and PMS system, ensuring compliance with brand standards.
9. Monitor and track staff time and attendance, reinforce attendance policies, and recommend disciplinary actions if needed.
10. Work to achieve high associate satisfaction scores and collaborate with management to maintain a positive work environment.
11. Be familiar with all shifts, including Night Audit and PBX, and serve as Manager on Duty in the absence of the Front Office Manager.
12. Handle lost and found items, guest room keys, and adhere to all policies and safety procedures, including emergency protocols.
13. Maintain a professional appearance and assist other front desk personnel as needed.
14. Perform any additional duties as assigned by management. Must be available to work weekends.

Knowledge, Skills & Abilities

• High school diploma or equivalent; additional education or experience preferred.
• Effective communication skills, patience, tact, and diplomacy in dealing with guests and staff.
• At least two years of front desk and supervisory experience.
• Proficiency with calculators, computer systems (experience with OnQ preferred), and basic math.
• Strong listening, speaking, and written communication skills in English.
• Ability to observe and detect emergency signs through hearing and visual cues.

Physical Demands

• Stand and move throughout the front office; perform essential functions continuously.
• Lifting up to 25 pounds; occasional twisting, bending, reaching.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), Dental, Disability, Employee Assistance Program, Flexible Spending, Health, Life, Paid Time Off, Vision, Room Discounts, Employee Food & Beverage Discounts

EEO: Driftwood Hospitality Management is committed to diversity and inclusion. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected statuses.

Source: Driftwood Hospitality