Front Desk Supervisor

Sage Restaurant Group; Raleigh (NC); On-site; USD 26,000 - 29,000; Full time

Job summary

Sage Hospitality Group is seeking a Front Desk Supervisor for Indigo Raleigh in North Carolina. The role supervises front office staff to ensure an efficient operation and excellent guest experiences, handling reservations, information, and guest inquiries with professionalism.

The successful candidate will lead the front desk team, train staff, resolve issues promptly, and maintain accurate guest accounts, while upholding service standards and cash handling procedures in a bustling hotel

Qualifications

• Must understand all hotel front office procedures.
• Basic math, cash handling, and POS familiarity required.
• Excellent customer service and ability to interact with guests.
• Knowledge of hotel policies and ability to apply guidelines.

Responsibilities

• Supervise front desk operations to deliver optimal service.
• Train, direct, and coach front desk team for quality operation.
• Resolve guest issues promptly to maintain satisfaction.
• Manage check-in/check-out procedures and guest accounts.
• Post and balance receipts and cash following procedures.
• Answer inquiries and upsell room nights to boost occupancy.
• Maintain customer relations with timely, knowledgeable responses.
• Operate PBX, schedule wake-up calls, and paging.
• Control front desk cash transactions per hotel policy.
• Maintain a friendly, courteous demeanor at all times.
• Perform other duties as assigned by management.

Skills

Front desk procedures

Customer service skills

Cash handling procedures

Second language preferred

Opera Cloud PMS experience

Education

High school education

Tools

Opera Cloud PMS

Job description

Why us?

Sage Hospitality Group is set to hire a Front Desk Supervisor to join us at the soon-to-open, Indigo Raleigh in North Carolina!

As part of Sage Hospitality Group, we passionately strive to be the best and create excellence in everything we do. We believe in enriching lives one experience at a time. More than a slogan, we empower our employees to make positive impacts on the communities in which we live and work. By providing genuine service we build relationships with our guests and value for our shareholders, and we create unforgettable experiences.

We are looking for independent thinkers. Those who harness their entrepreneurial spirit so that it breaks preconceived notions. We’re not afraid to forge our own path. After all, it’s what industry leaders do. That’s why we welcome risk takers and creative spirits alike. No matter your daily role, Sage recognizes that your success is about more than the work you do—it’s really about who you are, which is why we invest in your personal and professional growth. We hope you consider joining us!

Job Overview

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language is preferred.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Experience with Opera Cloud PMS is a plus.

Physical Demands

• Ability to communicate in person and on telephone frequently.
• Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Continuous standing 90% of time -communicating with guests.
• No climbing required. No driving required.
• Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Salary

USD $19.00 - USD $21.00 /Hr.

ID: 2026-32981

Position Type: Regular Full-Time

Property: Indigo Raleigh Hotel

Outlet: Hotel

Category: Front Desk & Guest Services

Min: USD $19.00/Hr.

Max: USD $21.00/Hr.

Address: 320 Hillsborough St

City: Raleigh

State: North Carolina

EOE Protected Veterans/Disability