前台主管

Job Summary

The Front Desk Supervisor oversees the daily operations of the hotel front desk, ensuring guests receive outstanding service from check-in through check-out. This role supervises front desk staff, resolves guest concerns, maintains operational standards, and assists in maximizing room revenue and guest satisfaction.

• Supervise and support front desk agents during all shifts.
• Ensure efficient guest check-in and check-out procedures.
• Handle guest complaints, special requests, and service recovery situations professionally.
• Train, coach, and mentor front desk employees on policies, procedures, and customer service standards.
• Monitor reservations, room assignments, and occupancy levels.
• Assist with scheduling and staffing of the front office team.
• Balance cash transactions, review reports, and ensure accurate billing procedures.
• Ensure compliance with hotel, brand, and safety standards.
• Act as Manager on Duty when required and coordinate with housekeeping, maintenance, and other departments.

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Previous hotel front desk experience required; supervisory experience preferred.
• Strong customer service and communication skills.
• Ability to multitask and solve problems in a fast-paced environment.
• Knowledge of hotel property management systems and Microsoft Office.
• Ability to work evenings, weekends, holidays, and varied shifts.

• Deliver exceptional guest service and maintain high guest satisfaction scores.
• Support achievement of hotel occupancy and revenue goals.
• Maintain accurate guest records and financial transactions.
• Foster a positive, productive, and professional front desk team environment.

• Leadership and team development
• Conflict resolution
• Guest relations
• Cash handling and auditing
• Scheduling and staff management
• Attention to detail
• Organizational skills
• Problem-solving abilities
• Effective verbal and written communication
• Teamwork and collaboration