Front Office Supervisor at Springhill Suites-Fairfield Inn by Marriott

Prospera Management Inc.; Anaheim (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Prospera Management Inc. is seeking a Front Desk Supervisor to lead the greeting, check-in/out, and guest experience at our property in Anaheim. You will oversee daily front desk operations and ensure a smooth, welcoming arrival for all guests.

Responsibilities include training staff, resolving inquiries, managing billing, and coordinating with housekeeping and maintenance to sustain room readiness and high service standards.

Qualifications

• Must demonstrate strong customer service and communication abilities.
• Ability to lead, train, and motivate front desk staff.
• Experience coordinating with housekeeping and other hotel departments.

Responsibilities

• Supervise front desk operations to ensure efficient guest service.
• Train, mentor, and support front desk staff to maintain high standards.
• Handle guest check-ins and check-outs for a seamless experience.
• Address and resolve guest inquiries and complaints promptly and professionally.
• Ensure accurate guest billing and reservation information.
• Coordinate with housekeeping and maintenance for room readiness and issues.
• Manage daily front desk activities, including cash handling and shift reports.
• Provide information on hotel services and local attractions.

Skills

Customer service

Communication

Leadership

Organizational skills

Team management

Problem solving

Cash handling

Multi-tasking

Job description

The Front Desk Supervisor is an essential leader responsible for delivering outstanding guest experiences and ensuring smooth front desk operations. In addition to overseeing check-ins and check-outs, this role is vital for upholding exceptional customer service standards. Success in this position requires keen attention to detail, organizational skills, and effective communication abilities. The supervisor also collaborates with various departments to efficiently address guest needs. A successful Front Desk Supervisor not only masters front desk procedures but also demonstrates a positive attitude, leadership capabilities, and a dedication to promoting a cooperative team environment, ultimately enriching the guest experience.Essential Job Duties and Responsibilities (Other duties may be assigned):To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/ or ability required.Supervise front desk operations to ensure efficient and effective guest service.Train, mentor, and support front desk staff to maintain high standards.Handle guest check-ins and check-outs, ensuring a seamless experience.Address and resolve guest inquiries and complaints promptly and professionally.Ensure accurate and up-to-date guest billing and reservation information.Coordinate with housekeeping and maintenance teams for room readiness and service issues.Manage daily front desk activities, including cash handling and shift reports.Maintain knowledge of hotel services, amenities, and local attractions to provide guests with valuable information.Implement and uphold hotel policies and procedures to ensure regulatory compliance.Foster a welcoming and positive atmosphere for both guests and team members.Monitor and replenish front desk supplies to maintain operational efficiency.Assist in scheduling and workforce management to optimize staff coverage.Demonstrate safe work practices and ensure staff follows safety protocols.Participate in regular team meetings and contribute to continuous improvement initiatives.Other Essential Job Duties: (Continued)Attends hotel and department meetings and other functions required by managementCommunicates all pertinent information to all department headsMust be available to work weekends and holidaysArrives to work on time, ready to clock in, in a clean/pressed uniform and non-slip shoes.Must maintain high standards of personal appearance and grooming.Wears name tag at all times when at workMust be attentive, courteous and efficient at all times when dealing with the Guests and co-workersComply at all times with compliance standards and regulations to encourage safe and efficient hotel operationsEstablish and maintain good communications and teamwork with fellow employees and other departments within the hotel in such a manner that promotes harmony and goodwill throughout the workplaceBe familiar with all policies and hotel rules, and hotel terminologyMust be capable of self-supervision and have the ability to manage time accordingly in order to complete the required workQualifications Requirements:A minimum of 1 year of progressive experience in hotel front deskMinimum age requirement of 18 yearKnowledge and Skills:Ability to manage multiple tasks simultaneously while maintaining high levels of customer service and efficiencyAbility to meet the needs of others in a dynamic and fast-paced settingStrong verbal and written communication abilities to effectively interact with guests, team members, and managementCapable of quickly identifying issues and implementing effective solutions to maintain smooth front desk operationsEfficiently prioritize tasks and manage time to meet deadlines and handle high volumes of guest check-ins and check-outsAbility to lead and motivate a team, fostering a collaborative and productive work atmosphereMeticulous in handling guest requests, processing transactions, and maintaining accurate recordsPrepared to handle emergencies and unexpected situations calmly and effectively, ensuring the safety and satisfaction of guestsReasoning Ability:Front Desk Supervisors require strong reasoning skills to manage their responsibilities effectively. They need to exercise sound judgment in resolving guest inquiries and addressing any issues that arise promptly. The ability to listen attentively to guests and staff is crucial, ensuring that their concerns are understood and resolved efficiently.Physical Demands:Reasonable accommodation may be arranged to assist individuals with disabilities in performing these essential functions.Continuous standingFrequent walkingLimited sittingNormal neck motionMaximum carrying weight up to 10–50 pounds (e.g., guest luggage)Carrying distance up to 20 feetModerate reachingIntermittent overhead liftingFrequent waist to chest level liftingIntermittent floor level liftingOccasional climbing on stoolNo crawlingSeldom balancingSeldom crouchingIntermittent kneelingIntermittent pushing and pulling maximum weight up to 150 pounds (e.g., luggage cart)Frequent bendingFrequent twistingContinuous and repetitive use of hands (e.g., typing, handling documents)Continuous use of feetMust be capable of climbing and descending stairs during the shiftHotel Standards must be demonstrated at all times while on duty.This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.