Hotel Front Desk Supervisor Position Available In Capitol Planning Region, Connecticut

Hotel Front Desk Supervisor Delamar Hotel – 5.0 West Hartford, CT Job Details Full-time From $21 an hour 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Life insurance Qualifications Hospitality Management Mid-level High school diploma or GED Supervising experience Bachelor’s degree Team management Conflict management Front desk 1 year OPERA Leadership Communication skills Employee evaluation

Full Job Description Job Summary :

The Front Office Supervisor oversees the daily operations of the front desk staff to ensure exceptional guest service, smooth check-ins and check-outs, and efficient communication among departments. This role acts as a leader, problem solver, and a key point of contact for guests and staff.

Key Responsibilities :

Supervision of Front Desk Operations :

Oversee all front desk activities to ensure smooth, efficient operations. Ensure staff follows check-in/check-out procedures, handles guest inquiries professionally, and adheres to service standards at all times.

Training and Mentorship :

Train, guide, and support front desk agents in daily tasks and service standards. Conduct refresher sessions on hotel policies, guest service, and brand standards, and provide ongoing coaching to enhance team performance.

Guest Relations Management :

Address and resolve guest issues, complaints, and special requests promptly and professionally. Monitor feedback and ensure all guest concerns are handled to promote a positive guest experience and encourage guest loyalty.

Reservation and Revenue Oversight :

Assist with reservation management by overseeing room allocations, adjusting inventory based on occupancy, and maximizing revenue opportunities. Ensure agents are informed on packages, room rates, and promotions.

Shift Handover and Follow-Up :

Review shift pass-ons and daily sheets, and communicate critical information to incoming staff. Ensure that any outstanding guest requests or pending tasks from previous shifts are prioritized and followed through. Adherence to

Hotel Standards and Procedures :

Monitor front desk team compliance with hotel policies, procedures, and service standards. Ensure consistent adherence to guest service protocols and operational procedures to maintain the hotel’s brand image.

Bank Handling and Cash Management :

Oversee the handling of the front desk cash bank, ensuring that agents maintain their cash allowance accurately. Monitor any discrepancies, review cash reports, and ensure all transactions are balanced and accounted for.

Scheduling and Shift Management :

Coordinate front desk schedules to ensure adequate coverage based on business needs. Handle shift changes and assist in managing breaks and rotations to maintain smooth operations and service levels.

Interdepartmental Communication :

Serve as the communication link between the front desk and other departments, such as housekeeping, maintenance, and concierge, to address guest needs and special requests efficiently. Daily Communication with

Leadership :

Maintain regular communication with the Director of Rooms and Front Office Manager regarding front office operations, updates, and any issues. Assist with implementing changes directed by department leadership and ensure front desk agents follow these updates effectively.

Administrative Duties and Reporting :

Prepare and manage daily reports, including occupancy, guest feedback, and incident logs. Ensure accurate record-keeping, update guest profiles, and maintain organized front desk documentation.

Inventory and Supplies Management :

Oversee the ordering and availability of front desk supplies, ensuring that essentials like keys, office supplies, and guest welcome materials are always well-stocked.

Performance Evaluation :

Inform the Front Office Manager and Director of Rooms regarding front desk agents’ performance, highlighting areas that may require additional training or improvement. Recognize outstanding performance and identify opportunities for support and development as needed.

Promotion of Hotel Services :

Encourage front desk agents to promote hotel amenities, including dining, spa services, and special packages. Monitor that these offerings are communicated effectively to guests to enhance their stay and drive revenue.

Emergency and Security Protocols :

Ensure that the front desk team is trained and prepared to handle emergency situations, such as fire alarms, guest accidents, or medical issues. Maintain a strong understanding of hotel security policies to protect guest safety and privacy.

Qualifications and Skills :

High school diploma or equivalent; Bachelor’s degree in Hospitality or related field preferred. 1-2 years of front desk or supervisory experience in the hospitality industry. Strong communication and interpersonal abilities. Problem-solving and conflict resolution skills. Proficiency in hotel management software (Opera). Leadership and team management skills.

Job Type:

Full-time Pay:

From $21.00 per hour

Benefits:

401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

Schedule:

Day shift Evening shift Holidays Morning shift Weekends as needed

Work Location:

In person