Guest Experience Supervisor - Front Desk

Ivy Hospitality; Olde West Chester (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

Ivy Hospitality in Ohio is seeking a Front Desk Supervisor to provide exceptional guest service during stays, focusing on smooth check-ins/check-outs and addressing inquiries efficiently.

The role requires at least 1 year of hotel experience, strong communication skills, and the ability to work flexible hours including nights and weekends. You will oversee shifts, assist with payments, and supervise front desk staff to ensure guest satisfaction.

Qualifications

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Responsibilities

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression.
• Register guests into the hotel’s system, verify reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check-in and check-out, manage a house bank, and report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting charges.
• Respond promptly to guest complaints with solutions and escalation as needed.
• Answer telephone calls courteously, provide information and service; handle reservations efficiently.
• Assist with shuttle or transportation services, ensuring timely service.
• Assist guests with luggage on arrival and departure.
• Be knowledgeable about local area, hotel services, and amenities.
• Manage guest requests for laundry, dry cleaning, messages, wake-up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all SOPs; perform additional tasks as directed by AGM, Sales Team and GM.
• Exhibit a positive, cooperative attitude and contribute to a supportive team environment.
• Communicate effectively with coworkers.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Promote hotel amenities and upgrades to enhance guest experience and revenue.
• Must maintain neat, clean, and well-groomed appearance in line with company standards.
• Oversee the shift and all employees during the shift.
• Any other duties assigned by AGM, Sales Team and/or GM.

Skills

Verbal and written communication

Basic computer skills

Hotel services knowledge

Stamina to stand 8 hours

Lifting up to 15 lbs

Flexible scheduling (nights/weekends/H

Education

High School diploma or equivalent

Job description

Ivy Hospitality in Ohio is seeking a Front Desk Supervisor to provide exceptional guest service during stays, focusing on smooth check-ins/check-outs and addressing inquiries efficiently.

The role requires at least 1 year of hotel experience, strong communication skills, and the ability to work flexible hours including nights and weekends. You will oversee shifts, assist with payments, and supervise front desk staff to ensure guest satisfaction.