Guest Reception Supervisor

Montage Palmetto Bluff LLC; 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

Guest Reception Supervisor SUMMARY

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants.

The Guest Reception Supervisor is responsible to orchestrate and expedite the registration and checkout process at the Front Desk. Oversee the daily operation of the Front Desk.

ESSENTIAL FUNCTIONS

• 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.

QUALIFICATIONS

• Must be able to speak, read, write and understand the primary language(s) 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, but not limited to, 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.

PREFERRED

Two years hotel front desk experience required. Supervisory experience preferred.

PHYSICAL REQUIREMENTS

• Must be able to stand for extended periods of time approximately six hours.
• Must be able to bend, stoop, squat and stretch to fulfill tasks.
• Requires manual dexterity, grasping, writing, standing, sitting, walking, repetitive motions, bending, and climbing.
• In the United States we are proud to be an EEO employer M/F/D/V.
• We maintain a drug-free workplace and perform pre-employment substance abuse testing.

At Montage Hotels & Resorts and Pendry Hotels, we're committed to delivering extraordinary, personalized and authentic experiences.

How we get there is by empowering our associates to think creatively. Grow their talents. Encourage them to have fun. And allow them to follow their passion in creating moments guests will long remember.

At Montage and Pendry, opportunities for career growth are bountiful, and training programs are open to those seeking advancement. We encourage all of our associates to continuously learn and grow.

Working at Montage and Pendry is more than a job; it's a way of life.