Front Office Leader: Guest Experience & Operations

Defoor Hospitality Group; Madison, Northern (WI, KY); Hybrid; USD 52,000 - 66,000; Full time

Job summary

Defoor Hospitality Group in Madison, Wisconsin, seeks an experienced Front Desk Supervisor to oversee the front desk team, manage reservations, and liaise with sales, F&B, housekeeping, and accounting. You will hire and train new guest service representatives, ensure brand standards, and supervise night audit duties when needed.

Strong communication, cash handling, and leadership skills are essential. This role requires 3-5 years of leadership in a hotel setting, flexible schedule incl.

Qualifications

• Must have a valid driver’s license and dependable transportation.
• Must be able to communicate effectively by writing, telephone and personal meeting situations.
• Must have an outgoing personality, be well organized, and detail oriented.
• Must be able to work a flexible schedule to include weekends and some holidays.
• Must have a good work ethic, be honest and work well with others.
• Must have good cash handling skills, able to make change.

Responsibilities

• Hire, in cooperation with GM, and train all front desk personnel.
• Ensure front desk operations are carried out within the systems and procedures required by brand specific standards.
• Schedule staff as required, while maintaining efficiency, service and budget.
• Complete knowledge of all hotel systems including phone system, key system, PMS reservation systems, and brand specific training.
• Knowledge of fire alarm system and evacuation procedures, CPR and SDS trained.
• Checking the credit of guest accounts daily and follows up if action is required.
• Instill in the front desk staff a sense of credit responsibility so that suspicious accounts are immediately noted to ensure effective credit control.
• Must have good knowledge of surrounding area.
• Supervise reservations and check-ins to ensure the highest occupancy and rate.
• Ensure the accuracy of housekeeping report and work closely with housekeeping staff.
• Must be available to perform Manager on Duty (MOD) duties when necessary.
• Must conduct monthly desk meetings to keep all desk staff up to date on all new policies, promotions, and procedures.
• Must be responsible for security of guests, fellow employees and hotel assets.
• Must perform any other required duties as requested by the General Manager to aid in better operation of the hotel, restaurant, lounge, and service to the guests.
• Able to perform/Supervise all job duties performed by any of the employees underlined in the GSM/FOM portfolio to include Night Audit.
• Keep confidential the business functions of the company including, but not limited to, financial status, customer/guest information, employee issues, etc.
• Be an example and ensure that all front desk employees and auditors are in proper costume/uniform.
• Immediately report any guest issues to Manager on Duty
• Assist guest with luggage as needed
• Does not eat, drink, or smoke in guest view

Skills

Communication

Customer service

Leadership

Flexible schedule

Cash handling

Tools

PMS systems

Phone system

Key system

Job description

Defoor Hospitality Group in Madison, Wisconsin, seeks an experienced Front Desk Supervisor to oversee the front desk team, manage reservations, and liaise with sales, F&B, housekeeping, and accounting. You will hire and train new guest service representatives, ensure brand standards, and supervise night audit duties when needed.

Strong communication, cash handling, and leadership skills are essential. This role requires 3-5 years of leadership in a hotel setting, flexible schedule incl.