We are on the lookout for a customer-focused, service-oriented, dynamic Front Desk Supervisor to join our team! The ideal candidate will have exceptional customer service skills, good problem-solving abilities, and a friendly and professional demeanor. The focus of the role will be to oversee the overall function of the front desk and manage the reception team.
- Liaise with hotel management executives to obtain KPIs and targets for the front desk and ensure all team members are fully aware of the objectives.
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Manage the rotas for the reception team members and always ensure adequate cover.
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Ensure that the process for booking guests is followed.
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Make suggestions on how best to improve the booking system or other systems to streamline processes.
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Implement and develop plans and strategies to ensure that all team members work consistently and follow procedures.
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Develop performance review plans for the reception team and use them to reward excellent work or address any team issues.
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Provide reports to hotel management on the performance of the reception desk.
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Provide cover when required to ensure the desk is manned at all times.
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Hold the master key for all rooms in the hotel and ensure it is not given out.
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Take reservations either over the phone or via the online booking system.
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Ensure that all team members are appropriately trained on health and safety and follow it within their working environment.
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Ensure the quality of work is consistent and in line with expectations.
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Arrange and manage training and development such as customer services courses for the front desk team.
- High School GED or an Associate’s degree in hospitality, Clerical or customer relations or other related field, or 2 years experience in a similar role and equivalent education
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Excellent written and verbal communication skills
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Customer-focused attitude with an approachable and friendly demeanor
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Excellent telephone manner
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Good leadership and time management skills
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Demonstrated ability to manage and organize yourself and others
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Good computer skills with a knowledge of Microsoft tools such as Word and Excel
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Hands-on experience of being the first point of call for guests in a busy and serviced-focused environment
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Able to meet and exceed KPIs and work well under pressure
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Excellent problem-solving abilities
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Good attention to detail