Front Desk Supervisor — Lead Guest Experience & Growth

Excel Hotel Group; San Diego (CA); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Training & development

Vision insurance

Wellness resources

401(k)

401(k) matching

Company parties

Dental insurance

Employee discounts

Job summary

Excel Hotel Group in San Diego seeks a Front Desk professional to ensure efficient operation of the Front Desk department and guide staff to achieve guest satisfaction.

You will train employees, monitor performance, and handle guest concerns while coordinating with other departments to relay information and maintain communication. This role emphasizes proactive service, coaching, and a friendly, professional presence to uphold brand standards.

Qualifications

• 1-2 years customer service experience.
• Ability to stand for 8 hours.
• Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Schedules, coordinates, directs and delegates work to Front Desk department associates.
• Manages the performance of Front Desk agents, coaching and counseling as deemed to be appropriate and conducts annual performance reviews.
• Trains new employees on compliance with company, hotel, and brand standards.
• Makes recommendations for disciplinary action of employees as appropriate.
• Maintains good working relationships and communications with all departments.
• Verifies accurate room status information is maintained and properly communicated according to the procedures established.
• Resolves guest complaints quickly, efficiently and courteously.
• Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments.

Skills

Customer service

Stand for 8 hours

Hotel software knowledge

Tools

Hotel management system

Email

Word processing

Spreadsheet software

Job description

Excel Hotel Group in San Diego seeks a Front Desk professional to ensure efficient operation of the Front Desk department and guide staff to achieve guest satisfaction.

You will train employees, monitor performance, and handle guest concerns while coordinating with other departments to relay information and maintain communication. This role emphasizes proactive service, coaching, and a friendly, professional presence to uphold brand standards.