Front Desk Supervisor Holiday Inn Rockford - 3.7 Rockford, IL Job Details Full-time $19 - $20 an hour 17 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Employee discount Qualifications Teamwork Team supervision Attention to detail Property management systems (PMS) Hospitality online booking platforms Guest services Hotel experience Full Job Description Job Summary We are seeking a dynamic and energetic Front Desk Supervisor to lead our guest services team and ensure an exceptional experience for all visitors. In this pivotal role, you will oversee daily front desk operations, manage guest relations, and coordinate with various departments to uphold the highest standards of hospitality. Your leadership will help create a welcoming environment, streamline check-in and check-out processes, and resolve guest inquiries efficiently. This position offers an exciting opportunity to showcase your hospitality management skills while fostering a positive atmosphere that encourages guest satisfaction and team collaboration. Responsibilities Supervise front desk staff, providing training, guidance, and support to deliver outstanding customer service. Oversee guest check-in and check-out procedures using property management systems (PMS) such as HotelKey or similar platforms. Handle guest inquiries, complaints, and special requests with professionalism and promptness to ensure a memorable stay. Coordinate reservations through hospitality reservation systems, ensuring accuracy and availability. Manage phone communication with excellent phone etiquette, addressing inquiries and providing information about hotel amenities and services. Enforce hotel policies, including emergency procedures, safety protocols, and guest privacy standards. Assist with night audit processes, reconciling accounts and preparing reports for management review. Support guest relations efforts by building rapport with diverse clientele, including multilingual or bilingual guests when applicable. Collaborate with housekeeping, maintenance, and security teams to address guest needs swiftly and efficiently. Maintain detailed records of guest interactions, incidents, and service requests to improve overall operations. Qualifications Proven experience in hospitality management or front desk operations within a hotel or resort environment. Strong knowledge of property management systems (PMS), especially OPERA or equivalent platforms. Excellent customer service skills with a problem-solving mindset; able to handle challenging situations gracefully. Bilingual or multilingual abilities are highly desirable to serve diverse guests effectively. Familiarity with hotel emergency procedures, night audit processes, and guest relations best practices. Exceptional communication skills—both verbal and written—and professional phone etiquette. Ability to lead a team in a fast-paced environment while maintaining attention to detail. Previous experience in resort settings or with hotel management is preferred but not required. Join us as a Front Desk Supervisor where your enthusiasm for hospitality will shine! Help craft unforgettable experiences for our guests while advancing your career in a vibrant, supportive environment dedicated to excellence in service.

Pay:

$19.00 - $20.00 per hour Expected hours: 40.0 per week

Benefits:

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

Work Location:

In person