Description

Job Title:

Responsibilities:

Supervise and coordinate the activities of front desk staff, including receptionists and concierge personnel.
Train new front desk staff members on company policies, procedures, and customer service standards.
Monitor front desk operations to ensure efficient workflow and adherence to established protocols.
Handle escalated customer inquiries, complaints, and issues, providing resolution and ensuring customer satisfaction.
Assist front desk staff in performing their duties during peak hours or in case of staff shortages.
Conduct regular performance evaluations of front desk staff, providing feedback and coaching for improvement.
Maintain accurate records of guest check-ins, check-outs, and room assignments in the hotel management system.
Coordinate with other departments, such as housekeeping and maintenance, to ensure smooth operations and guest satisfaction.
Prepare reports on front desk activities, including occupancy rates, revenue, and guest feedback.
Stay updated on industry trends, customer preferences, and competitors’ activities to identify opportunities for improvement.

Requirements:

Bachelor’s degree in hospitality management, business administration, or a related field is preferred.
Prior experience in a front desk supervisory role in the hospitality industry is required.
Excellent communication and interpersonal skills.
Strong leadership and decision-making abilities.
Proficiency in hotel management software and MS Office Suite.
Ability to multitask and prioritize tasks in a fast-paced environment.
Professional appearance and demeanor.
Fluency in English; knowledge of additional languages is a plus.