Front Desk Supervisor

The Front Desk Supervisor supports the Front Desk Manager in overseeing the daily operations of the Front Office while ensuring exceptional guest service standards are consistently achieved. This leadership role is responsible for assisting with team supervision, guest satisfaction, operational efficiency, training, inflicting policies and maintaining the luxury hospitality experience expected by all guests. Leadership & Team Development: * Assist in supervising and supporting Front Desk Agents during all shifts. * Foster a positive, professional, and guest-focused work environment. * Assist with onboarding and training new team members. * Lead by example in delivering exceptional guest service and professionalism. * Support performance management initiatives and provide feedback to team members. * Assisting Front Desk Manager with assigned tasks and important action items. Guest Check-In & Check-Out Operations: * Ensure guests receive a warm, friendly, and professional welcome upon arrival. * Oversee efficient and accurate check-in and check-out procedures. * Monitor guest accounts, room assignments, and payment processing for accuracy. * Ensure to provide greetings and kind departure upon check out. Reservations & Room Assignments: * Assist with managing reservations through online travel agencies (OTAs), direct bookings, and telephone reservations. * Monitor reservation modifications and cancellations. * Ensure appropriate room assignments based on guest preferences and operational needs. * Maintain awareness of occupancy levels and room availability. Customer Service: * Deliver exceptional guest service throughout the guest journey. * Address guest inquiries, requests, and concerns promptly and professionally. * Handle guest recovery situations and implement effective service solutions. * Follow up on guest concerns to ensure complete satisfaction. Communication: * Serve as a primary point of contact for guests and team members. * Coordinate guest requests with Housekeeping, Maintenance, and other departments. * Communicate important operational updates to Front Desk Manager. * Ensure effective communication during shift transitions. Administrative & Operational Responsibilities: * Assist with maintaining accurate guest records, room status reports, and reservation information. * Assist with scheduling, shift coverage, and staffing coordination as required. * Ensure compliance with hotel policies, procedures, and brand standards. Complaint Resolution & Problem Solving: * Resolve guest concerns and complaints efficiently and professionally. * Empower Front Desk Agents to address routine guest concerns independently. * Escalate complex or sensitive guest issues to the Front Desk Manager when necessary. * Document guest incidents and service recovery efforts accurately. * Identify opportunities to improve guest satisfaction and operational processes. * Permission to provide approved discounts or guest recovery when Front Desk Manag