Front Desk Supervisor

Holiday Inn Express and Suites; Philadelphia (Philadelphia County); On-site; USD 35,000 - 48,000; Full time

Job summary

Holiday Inn Express and Suites is seeking a Front Desk Supervisor to oversee all front office activities and deliver a warm, memorable guest experience. You will supervise registrations, telephone and concierge services, and reservations while maintaining a welcoming atmosphere.

You will lead the front desk team across shifts, respond to guest feedback, address complaints, and ensure safety protocols are followed. Availability for varied shifts including nights and weekends is required.

Qualifications

• High School diploma or equivalent.
• Opera/Fidelio proficiency preferred but not essential.
• Additional language skills a plus but not required.
• Must be available to work a variety of shifts including day, evening, weekends, and holidays.

Responsibilities

• Supervise front office operations to deliver memorable guest experiences.
• Greet guests on arrival and engage with them to drive satisfaction.
• Respond to guest feedback and resolve complaints to ensure satisfaction.
• Monitor daily logs for issues and follow up with departments and guests as needed.
• Oversee front desk staff, security, and parking lot to ensure smooth operations.
• Assist in managing inventories and control labor costs.

Skills

Communication skills

Customer service

Language skills

Education

High School diploma or equivalent

Tools

Opera PMS (Opera/Fidelio)

Job description

Job Purpose:

The moment a guest steps into our hotel, they walk into a genuinely memorable experience. As Front Desk Supervisor you'll deliver this through supervising all aspects of the front office (guest registration, telephone services, concierge services and guest reservations). You'll also create a warm atmosphere that makes our guests feel at home in any location.

Duties and Responsibilities:

Guest Experience:

• Ensure the front office team delivers great service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest. interactions, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Receive guest complaints and ensure corrective action is taken to achieve complete guest satisfaction.
• Review daily log for any guest complaints or issues needing attention and follow up with necessary department and guest.
• Review and respond to all guest reviews and heartbeat alerts.
• Perform property walk daily to ensure no cleanliness issues.

People:

• Work with other department personnel to regularly provide hotel guests with the highest level of service to achieve maximum profitability and efficiency.
• Oversee all shift employees in department to achieve maximum profitability, efficiency and guest satisfaction.
• Oversee security personnel to ensure they're following proper post orders.
• Monitor parking lot to ensure parking lot cleanliness and staff is attentive.

Financial:

• Assist in managing hotel inventories in such a way as to ensure room occupancy and daily rate objectives are met.
• Monitor budget to aid in controlling labor costs and expenses.

Responsible Business:

• Oversee procedures for the security of monies, guest belongings and baggage.
• Perform procedures for secure receipt, control and accounting of guest payments and transactions.
• Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety. incidents, security breaches, concerns or suspicious behavior to the AGM or proper authorities.

Qualifications and Requirements:

• High School diploma or equivalent.
• Proficiency in Opera/Fidelio is preferred but not essential.
• Additional language skills a plus but not required.
• Must be available to work a variety of shifts including day, evening, weekends, and holidays.

This job requires the ability to perform the following:

• Frequent standing, particularly for sustained periods of time at the front desk.
• Must be able to bend, squat, stand, sit and occasionally lift 20-25 pounds.
• Handling objects, products, guest luggage and computer equipment.
• Basic computer skills to operate various property management and reservations systems (Opera), etc.

Other:

• Any other duties assigned by management.
• Being passionate about people and service.
• Strong communication skills essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem solving, reasoning, motivating and training abilities are often used.
• Must have the ability to work a flexible schedule including nights, weekends and/or holidays.