Guest Experience Specialist - Front Desk

Protea Hotels By Marriott®; Durban; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive salary

Medical aid and retirement fund

Career advancement opportunities

Staff discounts on services and stay

Paid time off and holiday leave

Job summary

Protea Hotels By Marriott® in Durban is seeking a Front Desk Supervisor to manage the busy reception area. You will lead a team, oversee daily operations, and ensure a welcoming, efficient guest experience.

The role requires strong interpersonal skills, leadership, and problem-solving abilities. Responsibilities include check-ins/outs, guest inquiries, and coordinating with other departments to optimize occupancy and guest satisfaction. A high school diploma is required.

Qualifications

• Experience in front desk or customer service with supervisory exposure.
• Excellent communication and leadership abilities.
• Strong problem-solving and guest-relations skills.
• Proficiency in hotel management systems or reservation software.
• Flexibility to work evenings, weekends and holidays.
• High school diploma or equivalent; further hospitality education is a plus.

Responsibilities

• Supervise and train front desk staff and ensure adherence to service standards.
• Manage guest check-ins and check-outs accurately and efficiently.
• Handle guest inquiries and complaints professionally and empathetically.
• Oversee the reception area to keep it clean, organized and presentable.
• Coordinate with other departments to ensure seamless service delivery.
• Manage room inventory and reservations to optimize occupancy and revenue.

Skills

Leadership

Communication

Problem solving

Guest service

Education

High school diploma or equivalent

Hospitality education (preferred)

Tools

Hotel Management Systems

Reservation Software

Job description

Our client is seeking a motivated and customer-focused Front Desk Supervisor to manage the reception area of their busy establishment in Durban . This role is crucial in creating the first impression for guests and clients, ensuring a welcoming and efficient experience. You will lead a team of front desk staff, overseeing daily operations, handling inquiries, and resolving issues promptly. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a commitment to upholding the highest standards of service excellence in a dynamic, fast-paced environment. You will be the primary point of contact for guest concerns and operational flow, ensuring smooth transitions and satisfaction.

About the Role

Our client is seeking a motivated and customer-focused Front Desk Supervisor to manage the reception area of their busy establishment in Durban . This role is crucial in creating the first impression for guests and clients, ensuring a welcoming and efficient experience. You will lead a team of front desk staff, overseeing daily operations, handling inquiries, and resolving issues promptly. The ideal candidate will possess exceptional interpersonal skills, a keen eye for detail, and a commitment to upholding the highest standards of service excellence in a dynamic, fast-paced environment. You will be the primary point of contact for guest concerns and operational flow, ensuring smooth transitions and satisfaction.

Key Responsibilities

• Supervise and train front desk staff, ensuring adherence to service standards and operational procedures.
• Manage guest check-ins and check-outs, ensuring accuracy and efficiency.
• Handle guest inquiries, requests, and complaints professionally and empathetically.
• Oversee the maintenance of the reception area, ensuring it is clean, organized, and presentable at all times.
• Coordinate with other departments to ensure seamless service delivery and guest satisfaction.
• Manage room inventory and reservations, optimizing occupancy and revenue.

Requirements

• Previous experience in a front desk or customer service role, with supervisory experience preferred.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in hotel management systems or reservation software.
• A professional demeanor and a strong commitment to customer satisfaction.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• High school diploma or equivalent; further education in hospitality is a plus.

Benefits

• Competitive salary and potential for performance bonuses.
• Comprehensive medical aid and retirement fund contributions.
• Opportunities for career advancement within the hospitality sector.
• Staff discounts on services and accommodation.
• A supportive and dynamic work environment.
• Paid time off and public holiday leave.