Guest Experience Supervisor - Front Desk Leader

Montage International; Bluffton (SC); On-site; USD 42,000 - 52,000; Full time

Job summary

Montage International is seeking a Guest Reception Supervisor to oversee Front Desk operations and guest check-in/check-out processes. The role emphasizes warm guest interactions, accurate reservation handling, and seamless payment processing.

The position requires supervising guest reception agents, managing staffing levels with occupancy changes, and driving continuous service improvements through training and disciplined action.

Qualifications

• Must be able to speak, read, write and understand the primary language used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to supervise subordinate staff, including assignment of duties, evaluating service and taking disciplinary action when necessary.
• Ability to solve problems and make rational decisions.
• Knowledge of Resort operations, its services, and facilities.
• High school or equivalent education required.
• Two years hotel front desk experience preferred.

Responsibilities

• Greet guests upon arrival with a warm and sincere welcome and escort them to their rooms.
• Register guests into the computer, verifying reservation, address, and credit information.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Maintain a house bank and make a deposit and accurate report of receipts daily.
• Supervise, coach, and mentor the Guest Reception Agents ensuring the correct sequence of events for proper registration and checkout of guests.
• Perform and delegate tasks associated with guest pre-arrival, billing, and organization of the Guest Reception Desk.
• Manage staffing levels as occupancy fluctuates.
• Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the guest reception agents so the problem does not arise again.
• Conduct daily pre-shift meetings.
• Participate in ongoing training of associates for continued performance improvement.
• Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures.
• Maintain a daily log of all guests’ opportunities with corrective action steps.
• Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
• Additional duties as necessary and assigned.

Skills

Front desk operations

Staff supervision

Customer service

Education

High school diploma or equivalent

Tools

Reservation system

Payment processing

House bank management

Job description

Montage International is seeking a Guest Reception Supervisor to oversee Front Desk operations and guest check-in/check-out processes. The role emphasizes warm guest interactions, accurate reservation handling, and seamless payment processing.

The position requires supervising guest reception agents, managing staffing levels with occupancy changes, and driving continuous service improvements through training and disciplined action.