Job Overview We are seeking an energetic and detail-oriented Hotel Front Office Supervisor to lead our front desk team and ensure exceptional guest experiences. In this pivotal role, you will oversee daily front office operations, manage guest relations, and uphold the highest standards of hospitality service. Your leadership will help create a welcoming environment where guests feel valued and cared for from check-in to check-out. This position offers an exciting opportunity to apply your hospitality management skills in a dynamic, guest-focused setting. Duties Oversee front office operations in the absence of the Director of Front Office. Accept leadership responsibilities by modeling proper service techniques, effective development of others, and commitment to industry and personal development. Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions. Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction Greet guests immediately upon arrival, register and assign guests to hotel rooms, and ensure the hotel entrance, reception, and other public areas are properly maintained in regards to cleanliness and appearance. Monitor and maintain the front office systems and equipment to ensure optimum performance. Perform front office bookkeeping activities, including balancing accounts, conducting audits, handling cash, making change, and processing collections. Close out guest accounts at check-out, and in the event of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances. Make and confirm reservations while actively promoting company and brand-specific marketing programs. Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. Perform other duties as requested by management. Qualifications Proven experience in hospitality management, front desk operations, or hotel experience with a strong understanding of guest services Familiarity with property management systems (PMS) Multilingual or bilingual abilities are highly desirable to enhance client communication and guest relations Excellent customer service skills with a focus on hospitality excellence and guest satisfaction Intermediate knowledge of overall hotel operations, property management systems, night audit, and basic front office financial controls required. Strong phone communication skills coupled with professional phone etiquette Ability to lead a team effectively while maintaining high standards of hospitality and customer service problem-solving skills

Pay:

$20.00 - $21.00 per hour Expected hours: 35.0 - 40.0 per week

Benefits:

Dental insurance Employee discount Food provided Free parking Health insurance Health savings account Life insurance Paid jury duty Paid time off Vision insurance

Language:

Spanish (Preferred) Shift availability: Day Shift (Required) Night Shift (Required) Overnight Shift (Required) Ability to

Commute:

Annapolis, MD 21401 (Required)

Work Location:

In person