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Title
Text copied to clipboard!Front Desk Supervisor
Description
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We are looking for a dedicated and experienced Front Desk Supervisor to join our team. The ideal candidate will have a strong background in customer service and front desk operations, with the ability to lead and motivate a team. As a Front Desk Supervisor, you will be responsible for overseeing the daily operations of the front desk, ensuring that all guests receive a warm welcome and exceptional service. You will manage a team of front desk agents, providing training, support, and guidance to ensure that all team members are performing at their best. In addition to managing the front desk team, you will also be responsible for handling guest complaints and resolving any issues that may arise. You will work closely with other departments to ensure that all guest needs are met and that the hotel operates smoothly. The ideal candidate will have excellent communication and organizational skills, with the ability to multitask and prioritize effectively. You should be able to work well under pressure and handle difficult situations with grace and professionalism. If you are passionate about customer service and have a proven track record of success in a supervisory role, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Oversee daily front desk operations.
- Ensure exceptional customer service is provided to all guests.
- Manage and train front desk staff.
- Handle guest complaints and resolve issues promptly.
- Coordinate with other departments to meet guest needs.
- Maintain a clean and organized front desk area.
- Monitor and manage front desk inventory and supplies.
- Prepare and manage staff schedules.
- Conduct regular performance evaluations for front desk staff.
- Implement and enforce front desk policies and procedures.
- Assist with check-in and check-out processes as needed.
- Ensure accurate and timely processing of guest payments.
- Monitor and respond to online reviews and feedback.
- Maintain knowledge of hotel services, amenities, and local attractions.
- Assist with special projects and events as needed.
Requirements
Text copied to clipboard!- High school diploma or equivalent; college degree preferred.
- Minimum of 2 years of experience in a front desk or customer service role.
- Previous supervisory experience preferred.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work well under pressure.
- Proficient in Microsoft Office and hotel management software.
- Strong problem-solving skills.
- Ability to work flexible hours, including weekends and holidays.
- Professional appearance and demeanor.
- Strong attention to detail.
- Ability to handle difficult situations with grace and professionalism.
- Knowledge of hotel services, amenities, and local attractions.
- Ability to train and motivate staff.
- Strong leadership skills.
Potential interview questions
Text copied to clipboard!- Can you describe your previous experience in a front desk or customer service role?
- How do you handle difficult or upset guests?
- Can you provide an example of a time when you successfully resolved a guest complaint?
- How do you prioritize tasks when managing a busy front desk?
- What strategies do you use to motivate and train your team?
- How do you ensure that all guests receive exceptional service?
- Can you describe a time when you had to work closely with other departments to meet a guest's needs?
- How do you handle scheduling and managing staff shifts?
- What do you think are the most important qualities for a Front Desk Supervisor to have?
- How do you stay organized and manage multiple tasks at once?
