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Title
Text copied to clipboard!Hotel Front Desk Supervisor
Description
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We are looking for a dedicated and experienced Hotel Front Desk Supervisor to oversee all receptionist and secretarial duties at our main entrance desk. You will be the ‘face’ of our hotel and the main person to whom our guests speak. A Hotel Front Desk Supervisor must be personable and have outstanding interpersonal communication skills. A successful Hotel Front Desk Supervisor should have experience with a variety of office software (email tools, spreadsheets, and databases) and be able to accurately handle administrative duties. The goal is to make guests and visitors feel comfortable and valued while on our premises. You will welcome guests, manage reservations, provide information about rooms, rates and amenities, and respond to guests’ complaints to ensure we deliver a high-quality experience that will influence guests to return and refer us to others.
Responsibilities
Text copied to clipboard!- Ensure front desk is tidy and has all necessary stationery and material
- Ensure timely and accurate customer service
- Handle complaints and specific customers requests
- Troubleshoot emergencies
- Monitor stock and order office supplies
- Ensure company’s policies and security requirements are met
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Allocate rooms and assign tasks to front office staff
- Check guests in and out of the hotel
Requirements
Text copied to clipboard!- Proven experience as front desk representative, agent or relevant position
- Familiarity with office machines (e.g. fax, printer etc.)
- Knowledge of office management and basic bookkeeping
- Proficient in English (oral and written)
- Excellent knowledge of MS Office (especially Excel and Word)
- Strong communication and people skills
- Good organizational and multi-tasking abilities
- Problem-solving skills
- Customer service orientation
- High School diploma; additional qualifications will be a plus
Potential interview questions
Text copied to clipboard!- How would you handle a difficult customer?
- What strategies would you use to motivate your team?
- How do you handle pressure or stressful situations at work?
- Can you describe a time when you had to deal with a difficult guest and how you resolved the situation?
- What methods do you use to manage your time effectively?