Hotel Front Desk Supervisor

Sage Hospitality Group; Baltimore (MD); On-site; USD 28,000 - 32,000; Full time

Job summary

Sage Hospitality Group is seeking a Front Desk Supervisor to oversee the front office team and ensure an efficient operation that delivers outstanding guest experiences.

You will train staff, handle guest inquiries, and supervise check-in/check-out processes while managing cash and ensuring accuracy in hotel charges. A strong customer-service mindset and leadership skills are essential.

Qualifications

• Understanding of hotel front office procedures.
• Knowledge of standard cash handling procedures and POS systems.
• Experience dealing with the public and basic customer service skills.
• Familiarity with company/hotel policies and procedures; ability to act accordingly.
• Demonstrated supervision/management abilities.
• Strong communication with guests and management; second language may be required.
• Ability to operate computer, calculator and telephone keyboards for cash handling.

Responsibilities

• Supervise front desk operations to ensure high service levels.
• Train, direct, coach and counsel the front desk team.
• Resolve guest issues quickly to maintain satisfaction and service quality.
• Complete check-in procedures and manage guest accounts at checkout.
• Handle cash, receipts, and hotel charges accurately and timely.
• Answer inquiries and upsell room nights to increase occupancy and revenue.
• Maintain guest relations with timely, knowledgeable responses in person and by phone.
• Operate PBX, manage wake-up calls and guest paging.
• Maintain cash control and fidelity according to policy; stay courteous.
• Perform additional duties as assigned by management.

Skills

Front office procedures

Cash handling

Customer service

Policies & procedures

Supervisory skills

Communication

Second language

Education

High school diploma or equivalent

Tools

Computer & calculator

Job description

Why us?

Achieving personal and professional growth is one of our values at Sage Hospitality Group. We believe it’s not just about the work you do, but it’s about who you are. We know your job isn’t your life. That’s why we support our associates in finding the perfect balance between what they do and who they are. By encouraging associates to take initiative and responsibility for their own advancement, we empower them to own their outcomes—both personally and professionally.

Job Overview

Supervises front office staff ensuring an efficient operation producing excellent results for our customers. Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Responsibilities

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Completes established check-in procedures for arriving guests and facilitates guest departure in order to close the guest account and make the room available for the next guest.
• Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Operates the PBX equipment, including, assisting outgoing calls, scheduling and setting wake-up calls and paging guests.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education/Formal Training

High school education or equivalent experience.

Experience

1 or more full years employment experience in a related position with this company or other organization(s).

Knowledge/Skills

• Requires understanding of all hotel front office procedures.
• Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
• Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Requires knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
• Requires supervision/management skills.
• Ability to communicate information and hotel services to management and guests. Second language may be required.
• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate in person and on telephone frequently.
• Ability to read written communiqués, analyzing reports and seeing monochrome computer screen.
• Excellent speech communication skills required for continual interaction with guests. Frequent use of phone.
• Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence.
• Continuous standing 90% of time -communicating with guests.
• No climbing required. No driving required.
• Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited.
• Continuous standing -80% of shift.

Environment

Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%

Salary

USD $20.00 - USD $23.00 /Hr.