Front Desk Supervisor

The Front Desk Supervisor plays a crucial role in ensuring the smooth operation of the Front Office, leading by example and setting a high standard for service excellence. This individual will supervise front desk staff, assist in guest services, and manage day-to-day operations while promoting teamwork and adherence to operational procedures.

 ESSENTIAL FUNCTIONS:

Guest Experience:

• Help guests discover their “Wanderlust” experience by providing exceptional customer service, engaging with guests, and addressing their needs with sincerity.
• Resolve guest complaints and concerns by going above and beyond to ensure guest satisfaction and "WOW" moments.

Front Desk Operations:

• Supervise the daily shift process, ensuring all front desk team members follow standard operating procedures (SOPs).
• Perform pre-assignment of hotel rooms, ensuring VIPs, repeat guests, packages, and special requests are properly handled.
• Manage the house bank and perform various transactions, including cashing checks, safe deposits, and refunds.
• Communicate critical information to the Manager on Duty to ensure all necessary tasks are completed smoothly.

Team Leadership and Training:

• Supervise, coach, and mentor front desk staff, including resolving any issues, and providing feedback.
• Lead and manage the training and development of new Front Desk Agents, ensuring they provide exceptional customer service.
• Take charge of training WARM students, guiding them through front desk responsibilities and helping them build essential skills for their future careers in hospitality.
• Ensure ongoing development of all front desk staff by providing hands-on training, support, and consistent feedback.

Interdepartmental Coordination:

• Collaborate closely with Maintenance and Housekeeping teams to ensure smooth day-to-day operations.
• Promote and sell special hotel programs, helping to drive revenue and enhance guest experience.

Other Duties:

• Be knowledgeable of and able to implement emergency procedures and policies as needed.
• Assist other departments and support managers in the execution of hotel tasks and projects.
• Work flexible hours, including mandatory weekend shifts, to ensure proper staffing and operation.

 REQUIREMENTS:

• A minimum of 1-2 years of experience working in a Front Desk or similar customer-facing role.
• Strong leadership and interpersonal skills with the ability to motivate and coach a team.
• Ability to train, mentor, and support new employees, particularly students.
• Excellent communication skills and ability to interact with both guests and team members in a professional manner.
• Ability to multi-task and handle a fast-paced environment effectively.
• Knowledge of hotel systems and the ability to quickly learn new software programs.

 PHYSICAL REQUIREMENTS:

• Ability to sit or stand for extended periods of time.
• Must be able to lift up to 30 lbs.
• Ability to use office equipment such as a computer, telephone, and other office-related tools.
• Must be able to walk the property and assist with operational needs as required.