Job Overview
We are seeking an experienced and motivated Front Desk Supervisor to oversee the front desk operations for multiple hotels from our Central Reservations & Guest Services Office. Unlike a traditional front desk role, this position operates behind the scenes, providing leadership, support, and oversight to our team across multiple locations while ensuring exceptional guest service standards are maintained.
The ideal candidate will have prior hotel front desk experience, strong leadership skills, and the ability to effectively manage operations, resolve guest concerns, and support team members remotely in a hospitality environment.
Our office operates Sunday through Thursday from 8:00 AM to 9:00 PM and Friday and Saturday from 8:00 AM to 11:00 PM. Candidates must have the flexibility to work evening shifts and weekends.
Responsibilities
- Supervise and support reservation agents handling multiple hotel properties.
- Oversee reservation activities, including new bookings, modifications, cancellations, and guest inquiries, ensuring accuracy and efficiency.
- Provide real-time guidance, coaching, and support to team members.
- Manage escalated guest concerns to ensure positive guest experiences.
- Monitor daily operations and proactively identify issues that may impact guest satisfaction or operational performance.
- Take over guest interactions when necessary and make informed supervisory decisions to resolve complex situations.
- Communicate operational concerns, staffing needs, and recurring issues to management.
- Promote compliance with company policies, hotel procedures, and quality standards across all supported properties.
Qualifications & Skills
- Previous supervisory experience in a hotel, resort, front desk, reservations, or guest services environment preferred.
- Strong knowledge of hotel front desk operations, reservation processes, and guest relations.
- Experience using hotel property management systems (PMS), reservation platforms, and multi-line phone systems.
- Excellent communication, leadership, and problem-solving skills.
- Strong organizational skills with the ability to manage multiple priorities across several properties.
- Availability to work evenings, weekends, and holidays based on operational needs.
Pay: $17.31 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
