Guest Experience Lead - Front Desk Supervisor

Placements24; South Africa; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Health insurance

Employee discounts

Training programs

Career advancement

Great team culture

Job summary

Protea Hotels by Marriott in George, SA, seeks a Front Desk Supervisor to lead the front desk team, ensure smooth check-in/check-out, and resolve guest inquiries with a focus on outstanding service.

Ideal candidates have supervisory front desk experience, strong communication skills, and proficiency with reservation systems and PMS. The role emphasizes guest satisfaction, collaboration with housekeeping, and maintenance support to uphold top hotel standards.

Qualifications

• Experience in front desk or guest services with supervisory exposure.
• Strong communication and interpersonal skills; professional demeanor.
• Proficiency in hotel reservation systems and Microsoft Office.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise and train front desk agents to deliver exceptional guest service.
• Manage reservations, check-ins, check-outs, and billing accurately.
• Address and resolve guest concerns promptly and professionally.
• Maintain cleanliness and presentation standards at the front desk and lobby.
• Coordinate with housekeeping and maintenance for smooth operations.
• Assist with scheduling and daily reporting for the front desk team.
• Ensure accurate payments and maintain reservation systems during check-ins/outs.
• Develop and implement front desk procedures to improve efficiency and guest experience.

Skills

Front desk supervision

Guest service

Reservation systems

Microsoft Office

Communication

Multitasking

Team leadership

Education

High school diploma or G.E.D.

Tools

PMS

Reservation systems

Job description

Job Title: Front Desk Supervisor

Our client is looking for a proactive and customer-focused Hotel Front Desk Supervisor to join their team in George. This position involves leading the front desk team to ensure seamless check-in and check-out processes, handle guest inquiries, and maintain the highest standards of service. The successful candidate will be instrumental in creating a welcoming atmosphere for all guests, resolving issues efficiently, and contributing to the hotel's reputation for excellence in the Western Cape.

Key Responsibilities

• Supervise and train front desk agents, ensuring they provide exceptional guest service.
• Manage reservations, check-ins, check-outs, and billing accurately and efficiently.
• Address and resolve guest concerns or complaints in a timely and professional manner.
• Maintain hotel cleanliness and presentation standards at the front desk and lobby areas.
• Coordinate with other hotel departments, such as housekeeping and maintenance, to ensure smooth operations.
• Assist with scheduling and daily reporting for the front desk team.
• Supervise and train front desk agents, ensuring adherence to service standards and hotel policies.
• Manage guest check-ins and check-outs efficiently, accurately processing payments and maintaining reservation systems.
• Handle guest inquiries, requests, and complaints with professionalism and promptness, aiming for swift resolution and guest satisfaction.
• Coordinate with other departments, such as housekeeping and maintenance, to ensure timely response to guest needs and property upkeep.
• Develop and implement front desk procedures to improve efficiency and guest experience.
• Maintain a safe and welcoming environment at the reception area, ensuring all equipment is functional and supplies are adequately stocked.

POSITION SUMMARY

Ensure staff is working together as a team to ensure optimum service and that guest needs are met. Inspect grooming and attire of staff, and rectify any deficiencies. Complete opening and closing duties including setting up necessary supplies and tools, cleaning all equipment and areas, locking doors, etc. Inspect storage areas for organization, use of FIFO, and cleanliness. Complete scheduled inventories and stock and requisition necessary supplies. Monitor dining rooms for seating availability, service, safety, and well being of guests. Complete work orders for maintenance repairs. Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards; and identify, recommend, develop, and implement new ways to increase organizational efficiency, productivity, quality, safety, and/or cost savings. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

Requirements

• Previous experience in a front desk or guest services role within the hospitality industry, with supervisory experience highly preferred.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Proficiency in hotel reservation systems and Microsoft Office Suite.
• Strong organizational and multitasking abilities, with the capacity to manage multiple priorities effectively.
• Ability to remain calm and composed under pressure, especially during peak hours or guest service challenges.
• Knowledge of local attractions and services to assist guests with recommendations and bookings.
• Previous experience in hotel front desk operations, with supervisory experience preferred.
• Proficiency in hotel management software (PMS) and reservation systems.
• Excellent communication, problem-solving, and organizational skills.
• Adept at managing multiple tasks in a fast-paced environment.
• Strong commitment to guest satisfaction and a polished professional demeanor suitable for the George hotel industry.
• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: At least 2 years of related work experience.
• Supervisory Experience: At least 1 year of supervisory experience.

Benefits

• Competitive salary package with potential for performance-based incentives.
• Opportunities for career advancement within a growing hospitality group.
• Access to employee discounts on hotel stays and services.
• Comprehensive training programs to enhance guest service and management skills.
• A dynamic and collaborative work environment in the beautiful George region.
• Competitive salary commensurate with experience.
• Health insurance and retirement plan options.
• Opportunities for professional development and advancement.
• Employee discounts on hotel stays and services.
• A dynamic and collaborative work environment.

Additional Information

• Job Number
• Job Category: Food and Beverage & Culinary
• Location: King George Drive, George, South Africa, 6529
• Position Type: Non‑Management

Employment Type

Full Time

We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. We are committed to non‑discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Protea Hotels by Marriott® is the leading hospitality brand in Africa and one of the most widely recognized hospitality brands on the continent, with over 60 hotels across South Africa, Zambia, Nigeria, Namibia, Tanzania and Uganda. If you have a passion for delivering every guest a personalized service experience and desire to be part of the 'Coolest Hotel Brand in South Africa', join the Protea Hotels by Marriott® team today! In joining Protea Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.