Job Overview and Role Summary
-
Role: Front Desk Lead / Supervisor
-
Reports To: Front Office Manager or General Manager
-
Core Goal: Deliver high-quality guest service while keeping front office operations running smoothly and efficiently.
Key Responsibilities
-
Team Leadership: Train new front desk agents, guide daily shift tasks, and model professional behavior.
-
Guest Services: Greet guests, manage fast check-ins and check-outs, and promote hotel amenities or loyalty programs.
-
Issue Resolution: Handle escalated guest complaints and find quick, satisfying solutions.
-
Department Coordination: Communicate closely with housekeeping and maintenance to verify ready rooms and address property needs.
Administrative Tasks: Balance shift paperwork, audit cash drawers, and update booking records via property management systems (PMS).
Qualifications and Skills
-
Experience: 1 to 3 years of hotel customer service or front desk experience, with prior leadership or supervisory background preferred.
-
Education: High school diploma or equivalent; a hospitality degree is a plus.
-
Technical Skills: Strong computer literacy, including experience with hotel software like Opera or Cloudbeds.
-
Soft Skills: Excellent communication, problem-solving under pressure, and a friendly, welcoming attitude.
-
Schedule Flexibility: Ability to work varied shifts, including weekends, nights, and holidays