Front Office Supervisor

Front Office Supervisor DoubleTree Raleigh The Front Office Supervisor plays a vital role in overseeing daily front desk operations, ensuring exceptional guest service, and supporting the Front Office Manager. This position directly impacts guest satisfaction and operational efficiency by leading a team that manages check-ins, check-outs, reservations, and guest inquiries with professionalism and care.

HOW YOU'LL SHAPE THE EXPERIENCE & FUTURE

Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel's brand standards. Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences. Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences. Assist in training new employees and fostering a collaborative, motivated team environment. Assist in requesting, organising, delivering special amenities to guests. Organize in-room decor for guests to celebrate special occasions. Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments. Assist in answering phones in PBX Assist in rooms control desk. Assist in room reservations. Assist bell services and baggage storage. Support management in implementing new processes and technology enhancements to improve front desk efficiency. Other duties as assigned.

KEY STRENGTHS FOR SUCCESS

Strong leadership and team-building skills with a hands-on approach Excellent communication and interpersonal abilities Detail-oriented with strong organizational skills and multitasking capability Ability to remain calm and professional in high-pressure situations Proficient in front office systems (PMS) and basic office software A genuine passion for hospitality and creating memorable guest experiences

PROFESSIONAL EXPERIENCE

Minimum 2 years of experience in front desk operations within the hospitality industry Previous supervisory or leadership experience preferred Familiarity with hotel property management systems and reservation platforms Proven track record of delivering excellent customer service and managing guest relations

ACADEMIC BACKGROUND

High school diploma or equivalent required Associate or Bachelor's degree in Hospitality Management or related field preferred but not required Benefits Medical, dental, and vision (HSA available) Company-paid disability & life insurance Employee Assistance Program Supplemental benefits 401(k) with match Employee discounts Paid vacation & sick time