Front Office Supervisor

Carter Hospitality Group, LLC; Kissimmee (FL); On-site; USD 42,000 - 52,000; Full time

Job summary

Carter Hospitality Group, LLC is seeking a Front Office Supervisor to oversee daily Front Desk operations, ensuring outstanding guest service and adherence to hotel standards. The role includes supervising staff, handling check-in/check-out, managing lobby flow, and coordinating with departments to fulfill guest requests.

You will train and discipline team members, lead pre-shift meetings, monitor rates and availability in PMS, and maintain Front Office area cleanliness while ensuring security

Qualifications

• Experience in hotel front desk supervision preferred.
• Ability to supervise, train, and discipline staff.
• Strong communication and organizational skills.
• Proficient in hotel reservation systems (PMS).
• Must be able to pass pre-employment checks.

Responsibilities

• Supervise the operations of the Front Desk
• Maintain high productivity, morale and guest service
• Ensure hotel policies and procedures are followed
• Assist in training of employees including guest services and PMS
• Check guests in and out according to standards
• Inform guests about hotel facilities and policies
• Provide tourist information to guests
• Handle hotel phone system and messages
• Process reservations and reconciliations in extranets
• Handle inquiries and guest complaints
• Coordinate with departments for guest requests
• Perform cashier duties and post charges
• Maintain security procedures and guest safety
• Attend meetings and secure lost and found items
• Ensure accessibility for front desk staff
• Enter group contracts and monitor blocks
• Complete daily room assignments and monitor unit usage
• Ensure correct entry of timeshare reservations
• Adhere to hotel policies and procedures
• Take on duties assigned by management

Skills

Guest service

Communication skills

Organization

Team supervision

English proficiency

Tools

PMS systems

Job description

JOB DESCRIPTION:

The Front Office Supervisor will be responsible for ensuring the completion of daily tasks related to Front Office Operations and will commit to delivering outstanding guest service. The Front Office Supervisor will be responsible for supervising team member performance while maintaining hotel standards and expectations of service delivery. They will oversee the check in and check out process, lobby traffic, luggage assistance, and must understand rates and availability. Additional duties include but are not limited to scheduling, training, discipline, and leading pre-shift meetings. Previous hotel and/or supervisory experience is required. This person must have strong communication, organizational, and computer skills.

ESSENTIAL DUTIES:

• Supervise the operations of the Front Desk


• Maintain the highest productivity, employee morale and guest service as possible


• Ensure that all hotel policies and procedures are followed


• Assist FOM in training of employees including but not limited to guest services, brand standards, hotel policies and procedures and all PMS systems


• Check guests in and out of the hotel according to hotel and/or brand standards


• Inform guests about the hotel facilities, policies and procedures


• Provide tourist information to guests


• Handle hotel phone system, transfer calls to appropriate departments/guests, and accurately take messages for guests


• Take, modify and cancel guestroom reservations and reconcile in all extranets


• Handle inquiries, requests, and complaints from guests


• Coordinate with other departments to fulfill guest special requests


• Perform cashier duties, cash traveler’s checks


• Post phone charges and other miscellaneous charges to guest accounts


• Follow in-house procedure to help ensure the security of guests and employees


• Know hotel emergency procedures


• Maintain cleanliness of Front Office area


• Notify Front Office Manager of any problems or situations involving guests, the hotel and/or employees


• Attend rooms and management meetings as required


• Secure all guest valuables by processing lost and found and following policy and procedure with regards to lost and found items


• Accessible for all agents at the front desk


• Enter all group contracts, monitor blocks, block releases and liaise with the sales department


• Complete room assignments on a daily basis


• Monitor unit usage and owner revenue, as required by property


• Ensure correct entry of timeshare reservations and allocations


• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook


• Any and all duties assigned by management

MINIMUM REQUIREMENTS:

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prefer minimum of six months experience working in related field (hospitality preferred)


• Must have reliable transportation


• Must be able to pass pre-employment testing (i.e. drug test, background check, etc)


• Must have full availability and be able to work days, evenings, nights, weekends, and holidays

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to stand for a long period of time


• Ability to work in a fast paced environment


• Ability to maintain control and composure in difficult situations and exhibit good judgment


• Good communication and interpersonal skills


• Ability to read, write and speak English (multi-lingual a plus)


• Ability to hear, understand, follow and give written and oral instructions


• Ability to deal with stressful conflicts involving groups of people, individuals, and co-workers


• Ability to plan, organize and conduct a wide variety of activities


• Knowledge of leadership techniques


• Speak with others using clear and professional language


• Develop and maintain positive working relationships with others


• Abilities (<8 hours per day) reach, bend, twist, pull, push, grasp, walking, standing, stooping, kneeling, running, sitting, climbing, reaching overhead and bending


• Ability to frequently (<4 hours per day) lift up to 30 pounds of weight to chest height