Front Desk Supervisor Bloom Hotel - 3.2 Minneapolis, MN Job Details Part-time $20 - $22 an hour 4 hours ago Qualifications Teamwork Confidential information handling Operations management Team leadership Night audit Coaching In-person customer service Team development Financial records review Organizational skills Receptionist experience within hospitality industry Hotel and accommodations guest complaints handling Full Job Description Front Desk ManagerJob Overview Bloom Hotel Bloomington is seeking an experienced, dependable, and motivated Front Desk Manager to lead our Front Desk team and oversee daily Front Office operations. The Front Desk Manager is responsible for ensuring efficient check-in and check-out procedures, supervising and training Front Desk staff, resolving guest concerns, maintaining hotel policies and procedures, and supporting the overall operational and financial performance of the hotel. This is a hands-on management position. The Front Desk Manager must be able to perform all Front Desk responsibilities and work Front Desk shifts when operationally necessary. ResponsibilitiesFront Desk Operations Supervise daily Front Desk operations and ensure compliance with hotel policies, standards, and procedures. Oversee guest check-ins, check-outs, reservations, payments, deposits, incidentals, and room assignments. Ensure Front Desk staff maintain accurate guest accounts, reservation information, notes, and documentation. Monitor staffing and scheduling to ensure appropriate Front Desk coverage. Perform Front Desk duties and cover shifts when necessary. Ensure proper shift communication and completion of required reports and documentation. Maintain organized records related to guest incidents, complaints, and Do Not Rent (DNR) guests. Coordinate with Housekeeping, Maintenance, and management regarding room status and guest needs. Guest Service & Complaint Resolution Respond to and resolve guest complaints professionally and promptly. Ensure all guest complaints are properly documented and communicated to management. Add appropriate notes regarding complaints, incidents, resolutions, and important guest interactions to the guest folio. Escalate serious guest concerns to the Assistant General Manager or General Manager when necessary. Ensure discounts, refunds, compensation, or other adjustments receive appropriate management approval. Set a positive example for guest relations and exceptional customer service. Interact with guests to obtain feedback regarding service and overall satisfaction. Monitor guest feedback and identify opportunities to improve the guest experience. Assist with monitoring and responding to online guest reviews. Team Leadership & Training Lead, supervise, motivate, and support Front Desk employees. Establish clear expectations and hold employees accountable for performance and hotel procedures. Train new and existing employees on Front Desk operations, customer service, hotel policies, and procedures. Provide ongoing coaching, guidance, and performance feedback. Monitor employee attendance, performance, professionalism, and adherence to hotel standards. Assist management with interviewing, hiring, onboarding, and training new Front Desk employees. Participate in employee performance and disciplinary procedures when necessary. Promote teamwork, communication, professionalism, and mutual respect among employees. Lead by example and maintain a positive and professional work environment. Reservations, Revenue & Third-Party Accounts Monitor reservations and same-day selling procedures to help maximize occupancy and room revenue. Assist with third-party reservations and online travel agency (OTA) accounts, including Expedia and Booking.com. Assist with CLC and Travelliance reservations and accounts. Ensure Front Desk employees understand proper procedures for third-party reservations, payments, and guest accounts. Identify reservation, payment, and billing discrepancies and assist with resolving them. Reports & Audit Responsibilities Review and complete required Front Desk reports. Review balance reports and identify discrepancies requiring correction or follow-up. Ensure Night Audit documentation and audit packages are completed accurately. Understand Night Audit procedures and be able to perform or assist with the audit shift when necessary. Ensure Front Desk transactions, payments, deposits, and guest incidentals are handled accurately. Communicate important operational or financial issues to the Assistant General Manager and General Manager promptly. Communication & Management Maintain regular communication with the Assistant General Manager, General Manager, Front Desk staff, and other departments. Communicate hotel objectives, expectations, procedures, and operational changes clearly to the Front Desk team. Participate in departmental and management meetings as required. Identify operational problems, evaluate possible solutions, and take appropriate action. Handle employee and guest conflicts professionally. Understand how Front Desk operations affect occupancy, revenue, guest satisfaction, and the hotel's overall financial performance. Continuously look for opportunities to improve Front Desk efficiency and guest satisfaction. Requirements Previous hotel Front Desk experience required. Previous supervisory or management experience strongly preferred. Strong leadership and team-management skills. Excellent guest service and problem-solving abilities. Experience handling guest complaints and resolving difficult situations professionally. Strong organizational skills and attention to detail. Ability to manage multiple responsibilities in a fast-paced hotel environment. Experience with hotel property management systems and online travel agencies preferred. Comfortable working with reports, guest accounts, payments, and financial documentation. Strong written and verbal communication skills. Ability to train, coach, and supervise employees. Dependable, professional, and able to maintain confidentiality. Must be able to work a flexible schedule, including weekends and holidays as needed. Must be willing and able to work Front Desk shifts when necessary.

Job Type:

Full-time Work Location:

In person

Pay:

$20.00 - $22.00 per hour

Work Location:

In person