Position Overview
As the Front Office Supervisor at The Godfrey Hotel Hollywood, this role leads the daily operation of the front desk and sets the standard for guest service on the floor. With a deeper working knowledge of front desk systems and procedures than the agents on shift, this role is expected to use that knowledge to guide the team in real time, resolve issues before they escalate, and keep the desk running smoothly during every shift. The Supervisor acts as the on-the-floor leader for Front Desk Agents, balancing hands-on guest service with shift oversight in line with the hotel’s elevated brand standards.
Key Responsibilities
Guest Service
- Greet guests upon arrival and provide a warm, welcoming check-in experience
- Check guests in efficiently by verifying reservation details, processing payments, and assigning rooms
- Handle guest check-outs, ensuring charges are posted accurately and guests depart with a positive impression
- Respond promptly and professionally to guest inquiries, requests, and complaints
- Resolve guest issues and concerns during their stay, following through to ensure satisfaction
- Provide information on hotel services, local attractions, and dining options, and assist with special requests
Team Supervision & Staff Development
- Supervise and lead a team of Front Desk Agents, ensuring they meet or exceed service expectations
- Schedule shifts, monitor attendance, and ensure adequate staffing levels to meet operational needs
- Train and mentor new Front Desk Agents, providing guidance to build their skills and ensure adherence to hotel policies and procedures
- Lead by example on the desk, modeling the service standard, attention to detail, and professionalism expected of the team
- Support team motivation and morale by fostering a positive, communicative work environment
Daily Operations Management
- Oversee the smooth operation of the front desk, ensuring guest inquiries, reservations, and requests are handled efficiently and accurately
- Monitor and manage room availability, coordinating with Housekeeping and other departments as needed
- Conduct regular quality checks to confirm front desk procedures are being followed correctly
- Maintain flexibility to support all shifts, including evenings, weekends, holidays, and occasional overnight coverage based on business needs
Administrative & Reporting
- Ensure guest information is entered accurately into the reservation system and that billing is correct
- Handle financial transactions, including cash handling, credit card verification, and charge posting
- Prepare reports on daily operations, occupancy, revenue, and guest satisfaction metrics, and share feedback with management for continuous improvement
- Support the safety and security of guests, team members, and hotel property at all times
- Follow hotel policies and procedures related to emergency response, health, and safety
- Keep front desk supplies, including registration forms, key cards, brochures, and office equipment, stocked and organized
- Perform inventory checks as needed and coordinate the ordering of supplies
The Godfrey Hotel Hollywood's Core Practices
- Always treat Guests and Coworkers with courtesy and respect throughout all interactions.
- Demonstrating Honesty, Integrity & Loyalty with Guests and Coworkers in your words and actions.
- Connecting with Guests Personally on a daily basis, using their name, and yours, wherever possible.
- Provide exceptional customer service and create Memorable Experiences.
- Think Creatively in order to surprise and delight our guests to enhance their stay.
- Respond to Guest Feedback promptly and professionally and also follow up to ensure total satisfaction with our resolve.
- Establish and develop long term Customer Relationships providing value and profitability.
- Exercise the 10-foot / 5-foot rule by making eye contact with Guests at 10 feet away from you, and warmly greet guests verbally when they are within 5 feet.
- Answer phone calls within three (3) rings. We do not screen calls.
- Be mindful of conversations with your coworkers. Our guests should not hear our internal communications.
- Step aside to let guests through when encountering them in a hallway.
- Follow all company policies and procedures, ensure uniform and personal appearance is clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Qualifications
- High school diploma or equivalent required
- Previous experience as a Front Desk Agent in a hotel environment required
- 1 to 2 years of supervisory experience in hospitality or customer service
- Experience with hotel reservation systems, such as Canary HMS and Opera Cloud PMS
Skills & Specialized Knowledge
- Strong written and verbal communication skills
- Exceptional interpersonal skills, with the ability to stay calm and professional under pressure
- Ability to multitask and prioritize in a fast-paced environment
- Strong attention to detail and organizational skills
Physical Requirements
- Ability to sit or stand for extended periods
- Ability to occasionally lift or move up to 20 pounds
- Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating phone and computer systems
Equal Opportunity Employment
- The Godfrey Hotel is an Equal Opportunity Employer and is committed to creating an inclusive and respectful environment for all employees. We do not discriminate based on race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected category under applicable law.
Acknowledgement
- All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.
- I have read and understand the job requirements, responsibilities and expectations set forth in the job description provided for my position. I attest that I am able to perform the essential job functions as outlined with or without any reasonable accommodations. I acknowledge that this job description is not an exhaustive list and that additional duties may be assigned by my supervisor.
Pay: $26.00 - $27.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
