Front Office Supervisor

We are looking for a highly motivated individual to lead our Front Desk team as Front Desk Supervisor. The successful candidate has a proven record of being a team player, is open to learning and leading by example, responds in a professional and courteous manner to guests and team, as well as being there to support the team both personally and professionally. 

If you have experience in customer service, enjoy engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role:

·         Help guests discover their “Wanderlust” experience

·         Provide exceptional customer service by being engaging and taking sincere interest

·         Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established

·         Help to resolve problems and “WOW” guests through recovery when things aren’t quite right

·         Supervise daily shift process ensuring all team members adhere to standard operating procedures

·         Conduct pre-assignment of hotel rooms, which includes VIPS, repeat guests, all packages, and any special requests

·         Works closely with the Maintenance and Housekeeping teams to communicate and coordinate the day

·         Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure quality operation

·         Maintain the inventory, tracking inventory and reporting to the operations manager to order as necessary

·         Training all new Front Desk Agents to provide exceptional customer service

·         Promote and sell special hotel programs

·         Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information

·         Be knowledgeable of all emergency procedures and policies

·         Communicate all pertinent information to manager on duty

·         Follow set procedures on posting, charges, deposits, and refunds

·         Assist other departments as needed

·         Monitor third-party booking platforms and manage guest communications, including responding to inquiries and processing reservation requests

·         Review open guest folios, ensure account balances are accurate, and verify that all outstanding charges are settled prior to checkout.

·         Lead by example by maintaining a professional appearance, positive attitude

·         Ensure important information is properly documented in shift reports and communicated during shift handovers.

·         Ensure proper handling of lost and found items

·         Ensure the front desk area remains clean, organized, and presentable at all times, maintaining the hotel's professional appearance and welcoming atmosphere.