Front Desk Supervisor

Commonwealth-Lodging-Management-LL; Norfolk (VA); On-site; USD 34,000 - 52,000; Full time

Job summary

Commonwealth Lodging Management is seeking a Front Desk Supervisor who will be the first point of contact for guests, handling check-in/check-out, phone inquiries, and guest issues. The role requires managing reservations, scheduling, budgeting, and ensuring profitability while maintaining high guest satisfaction.

Responsibilities include staff training, performance feedback, VIP pre-registration, and coordinating amenities with other departments.

Qualifications

• High School Diploma or GED required or equivalent.
• 1–2 years of experience as a Customer Service Agent and in a Leadership role.
• Strong English communication skills, both written and verbal.

Responsibilities

• Coordinate staff breaks and orient new hires.
• Provide ongoing staff training and performance feedback.
• Handle disciplinary problems and counsel employees.
• Maintain positive guest relations and protect guest confidentiality.
• Pre-register VIPs and escort arrivals to rooms.
• Stay informed about hotel features, rates, packages, and promotions.
• Respond to guest inquiries about local attractions and services.
• Monitor cashiering procedures and assist with disputes as needed.
• Manage overbooking, walk guests, and coordinate master accounts.

Skills

Customer service

Leadership

English communication

Microsoft Office

Hotel front desk systems

Cash handling

Conflict resolution

Team coordination

Education

High School Diploma or GED

Tools

Microsoft Office

Hotel front desk systems

Job description

POSITION OVERVIEW: The position involves high guest contact and presents the first point of contact for all guests. The Front Desk Supervisor is responsible for assisting guests with check-in and check- out, answers and processing phone calls. Work to resolve guest challenges, ensuring guest satisfaction. Manages front office operations to ensure profitability, cost control, and guest satisfaction. Oversees room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenueThis industry functions seven (7) days a week, twenty-four (24) hours a day. Regular attendance in accordance with company standards is essential for success in this position.JOB RESPONSIBILITIES:Coordinate breaks for staff. Administer department orientation with new hires. Conduct ongoing training with existing staff. Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees. Foster and promote a cooperative working climate, maximizing productivity and employee morale.Always maintain positive guest relations and guest confidentiality. Work to resolve guest complaints, ensuring guest satisfaction.Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.Be familiar with all local attractions/activities to respond to guest inquiries accurately.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.Monitor the hotel front entrance and resolve any congested situations; the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; communication logs and ensure that guest requests are followed up within minutes.Monitor and ensure that all cashiering procedures comply with accounting policies and standards:Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or“walked” guests. Print special requests report and block according to specifications. Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre- registration procedures. Coordinate delivery time of amenities with Room Service, ensuring timely delivery. Assist in strategizing control of room inventory to maximize revenues.Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. Ensure security of guest room access. Assists in handling emergencies in order to protect our guests and associates and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.Responsible for knowing and abiding by all department, Commonwealth Lodging Management and hotel policies and procedures. As well as the brand standards, policies and procedures.This job description is not intended to provide a complete and comprehensive list of all job duties, requirements and responsibilities. Instead, it is provided as a general overview of the expectations for the position.EDUCATION & EXPERIENCE:High School Graduate or General Education Degree (GED): or Work EquivalentComputer skills required. Familiarity with Microsoft Office preferred. Experience with hotel systems is preferredMinimum of 1-2 years of experience as a Customer Service Agent and Leadership role.Satisfactorily communicate with guests, management and co-workers to their understanding.Good understanding of the English language and communication skills both written and verbal.Previous cash handling experiencePHYSICAL REQUIREMENTS:Exert physical effort in lifting/transporting at least 25 pounds.Push/pull carts and other equipment up to 100 pounds.Endure various physical movements throughout the work areas.Work environment – front office, and all areas of the hotel. Job involves working under variable temperature conditions and noise levels, in indoor and outdoor settingsMust be able to stand and exert well-paced mobility for lengthy periods of time.