Front Desk Supervisor

Front Desk Supervisor

Full-Time / Hourly

Job Summary

Ensures that guest check-in and check-out are carried out quickly, efficiently, and courteously, addressing any complaints or special guest requests and resolving any situation that could affect the normal operation of the department. Responsible for directly and systematically supervising all operations and transactions of the cashiering system in accordance with established policies and procedures.

Main responsibilities:

• Ensures that Front Desk Agents consistently demonstrate professionalism, courtesy, and service when attending to guests and clients, and strictly comply with hotel policies and standards related to appearance, discipline, uniform, and personal hygiene.
• Keeps the room inventory constantly updated in all its statuses to facilitate efficient assignment by the Front Office Manager, avoiding delays or errors and optimizing occupancy.
• Supervises the correct room assignment according to the type of reservation and rate, ensuring proper check-in procedures are followed upon guest arrival.
• Ensures that cashiering operations and transactions are performed according to hotel policies and procedures.
• Maintains constant communication with the Housekeeping Department to ensure effective and continuous information flow regarding room status and assignment.
• Keeps accurate and updated information on rates and prices for wholesalers, special offers, packages, programs, etc., ensuring Front Desk Agents are fully knowledgeable about them.
• Handles, investigates, and resolves guest complaints and problems, maintaining a professional and calm demeanor under pressure, always seeking to satisfy the guest within the hotel’s policies and procedures.
• Reports to their immediate supervisor any situations or circumstances that could negatively impact guest satisfaction or the hotel's image.
• Prepares and distributes all reports and controls regarding occupancy, no-shows, walk-ins, average rate, etc., so that results and trends can be analyzed and used as a basis for occupancy forecasts.
• Reviews and keeps updated the departmental logbooks and follows up on pending items from previous shifts.
• As directed by the supervisor, works closely with the Sales and Conventions Department in the special reception, stay, and departure of VIPs and groups.
• Together with the supervisor, establishes shift schedules and breaks according to workload and expected occupancy, taking into account current labor laws.
• Maintains proper communication regarding credit with the Sales, Credit, Reservations, and Cashiering Departments, among others.
• Supervises the proper handling of the cash float by Shift Cashiers and the correct preparation of the Cash Summary Report and Envelope at the end of each shift.
• Supervises and ensures proper application of policies and procedures regarding foreign currency exchange and the assignment of safety deposit boxes at the front desk.
• Immediately reports any incidents that occur in their work area.
• Executes all instructions and tasks assigned by their immediate supervisor, as well as any additional responsibilities required by the position.

Minimum requirements of the position:

• University studies and/or High School Diploma.
• Experience in personnel supervision.
• Flexible schedule (available to work overtime, day and night shifts, holidays, and weekends).
• Minimum 2 years of similar experience.
• Fluent in English and Spanish.

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