Front Desk Supervisor

Plazahotelelpaso; Louisville (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

Plaza Hotel El Paso seeks a Front Desk Supervisor to lead front desk operations, ensuring top-tier guest service and adherence to brand standards. You will interview, train, and schedule associates, resolve complaints, and manage daily front office duties with a focus on guest satisfaction.

The role includes overseeing night and shift coverage, balancing accounts, and promoting hotel programs. A Bachelor’s or Associate’s degree and 1–3 years of related experience are preferred.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1–3 years of related experience.

Responsibilities

• Supervise front desk operations and ensure guest service standards.
• Interview, train, and schedule front desk staff; coach and support associates.
• Resolve guest complaints through thorough research and effective solutions.
• Monitor guest satisfaction scores and strive to improve overall ratings.
• Oversee front office tasks in the absence of managers; balance accounts and conduct audits.
• Make and confirm reservations; greet guests upon arrival and assign rooms.
• Process payments, close guest accounts at check-out, and handle revenue adjustments as needed.
• Promote brand programs and maintain lobby areas to reflect cleanliness and appearance.
• Engage with guests to create personalized experiences and foster repeat stays.

Skills

Guest service excellence

Team supervision

Communication skills

Education

Associate’s or Bachelor’s degree preferred

Job description

Opportunity: Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager - Front Office Manager - Assistant General Manager

Your Focus

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM's EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Your Background and Skills

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Work Environment and Context

• Work schedule varies and may include working on all shifts, holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability - Hearts That Serve - Only Excellence - Stay Nimble - Own It