The Front Desk Supervisor (also Receptionist Supervisor) assists her/his direct boss (Front Desk Manager or Front Office Manager) in managing of daily Front Desk operation: organizing, directing, and monitoring daily activities of front desk agents.
As a Front Desk Supervisor, you must be able to complete all of the duties and responsibilities of the Front Desk Associate including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel.
Front Desk Supervisor, supervising front guest service agents to ensure that established procedures are followed, ensures efficient, friendly, and professional guest registration, check-out, and telephone service, by establishing procedures, preparing and coordinating schedules, and expediting workflow.
The Front Desk Supervisor reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments.
The Front Desk Supervisor involves in hiring, training, motivating, and rewarding front desk agents as well.
- Communicate effectively both verbally and in writing to provide clear direction to Front Desk staff. Assign and instruct Front Desk Agents in details of work. Observes performance and encourages improvement.
- Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
- Promptly complete registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rates. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout Front Desk area.
- Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
- Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp).
- Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations.
- Block rooms in the computer and identify designated requirements and requests.
- Contact appropriate individual or department (e.g., Concierge, Housekeeping) as necessary to resolve guest call, request, or problem.
- Coordinate with Housekeeping to track readiness of rooms for check-in.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
- Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
- Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
- Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information.
- Anticipate and address guests' service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards.
- Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
- Remain calm and alert especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research of the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
- Maintain adequate inventory of supplies. Prepare appropriate purchase orders in a timely manner to ensure proper par levels; Maximize room occupancy and use up-selling techniques to promote hotel services and facilities
- Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate flow of arrivals and take necessary steps to ensure smooth check in/out.
- Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, organization of hotel. Ensure compliance with all brand standards. Coordinate and track successful completion of training on PMS system.
- Monitor and track time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures associates who are not in compliance with standard.
- Work with other supervisory and management staff to address all areas to ensure consistent quality work environment.
- Follows safety and security procedures and rules.
- Knows department fire prevention and emergency procedures, reports unsafe conditions, accidents, injuries, near-misses, property damage or loss to management.
- Be familiar and able to perform duties on all shifts, including Night Audit and PBX.
- Able to analyze guest feedback relating from a variety of sources such as Trip Advisor and third part blogging sites.
- Assist Front Desk Manager to schedule, lead and facilitate regular monthly team communication meetings
- Act as a Guest Recovery specialist and ensure all issues are appropriately recorded. effectively communicated to Department Heads for appropriate follow-up.
- Be aware of and informed of all hotel activity daily, including banquet events, restaurant hours of operation, as well as local nearby events or activities, to assist guests, as well as manage operational fluctuations.
- Perform other duties as assigned.
The national average salary for a Front Desk Supervisor is $30,798 in United States. Salary estimates are based on 2,320 salaries submitted anonymously to Glassdoor by Front Desk Supervisor employees.
The top respondents for the job title Front Desk Supervisor are from the companies Courtyard by Marriott, Marriott International, Inc. and Hampton Inn. Reported salaries are highest at Hilton Worldwide where the average pay is $14.16. Other companies that offer high salaries for this role include Hampton Inn and Hilton Corporation, earning around $13.59 and $13.53, respectively. Holiday Inn pays the lowest at around $11.19. Courtyard by Marriott and Holiday Inn Express also pay on the lower end of the scale, paying $12.77 and $12.87, respectively.
The typical Marriott International Front Desk Supervisor salary is $15. Front Desk Supervisor salaries at Marriott International can range from $11 - $23. This estimate is based upon 72 Marriott International Front Desk Supervisor salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Front Desk Supervisor at Marriott International can expect to make an average total pay of $30,772.
An entry-level Front Desk Supervisor with less than 1-year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of $12.79 based on 170 salaries. An early career Front Desk Supervisor with 1-4 years of experience earns an average total compensation of $13.31 based on 600 salaries. A mid-career Front Desk Supervisor with 5-9 years of experience earns an average total compensation of $14.07 based on 321 salaries. An experienced Front Desk Supervisor with 10-19 years of experience earns an average total compensation of $14.83 based on 210 salaries. In their late career (20 years and higher), employees earn an average total compensation of $15.
- Must have 1-year supervisory experience in a hotel environment.
- Minimum 2-year previous front desk experience.
- Solid knowledge of PMS Opera, Epitome, Delphi.
- Must be able to effectively lead small teams of associates.
- Competent level of IT proficiency.
- Basic accounting skills.
- An energetic personality.
- Must be able to read, write and speak English.
- Must have strong organizational skills.
- Must be able to work in team environment.
- Must have excellent interpersonal people and coaching skills.
- Excellent grooming standards.
- Must have excellent communication skills, both verbal and written.
- Ability to stand and move throughout front office and continuously performs essential job functions.
- Standing 95% of shift
- Lifting up to 25 pounds.
- Occasional twisting, bending, stooping, reaching, standing, walking.
- Frequent talking, hearing, seeing and smiling.
- Open availability, including mornings, nights, weekends, holidays and overnights.