Front Desk Supervisor

Willows Hotel located in Lincoln Park area is looking for highly motivated and experienced Front Desk Supervisor to join our team.

As a Hotel Front Desk Supervisor, you are responsible for overseeing the operations of the front desk and ensuring exceptional customer service for guests. Your duties typically include:

• Supervising Front Desk Staff: You'll lead a small team of front desk agents, providing guidance, support, and training as needed. You'll ensure they are properly trained in hotel procedures, guest services, and using hotel software systems.
• Guest Relations: You'll handle guest inquiries, complaints, and special requests, ensuring that all guests have a positive experience during their stay.
• Check-In and Check-Out: You'll oversee the check-in and check-out process, ensuring that it is smooth, efficient, and welcoming for guests. You may assist with resolving any billing or reservation discrepancies.
• Room Assignments: You'll coordinate room assignments based on guest preferences, availability, and special requests. This includes managing room inventory and ensuring accurate records of room status.
• Cash Handling and Reporting: You'll be responsible for handling cash transactions, including processing payments, managing cash floats, and reconciling daily financial reports. Attention to detail and accuracy are crucial in this aspect of the role.
• Safety and Security: You'll enforce hotel security procedures and ensure that front desk staff are vigilant in maintaining a safe environment for guests and employees. This may involve monitoring security cameras, responding to emergencies, and coordinating with other departments in case of incidents.
• Communication: You'll serve as a point of contact between guests and other hotel departments, such as housekeeping, maintenance, and reservations. Clear communication skills are essential for conveying information accurately and efficiently.
• Training and Development: You'll continuously train and develop front desk team to maintain high standards of service delivery and professionalism. This includes coaching on customer service skills, hotel policies, and procedural updates.
• Problem Solving: You'll need to be resourceful and proactive in resolving issues that arise during shifts, whether they involve guest complaints, technical difficulties, or staffing challenges.

Overall, as a Front Desk Supervisor, you play a vital role in ensuring the smooth operation of the front desk while maintaining a high level of guest satisfaction and service excellence.

Requirements
- Must have previous experience in a hotel similar role
- Excellent phone etiquette and communication skills
- Strong customer service skills with a focus on guest satisfaction
- Proficient in using phone systems and hotel management software
- Ability to multitask and prioritize tasks in a fast-paced environment
- Strong leadership abilities with the ability to train and motivate team members
- Knowledge of hospitality industry standards and best practices

Job Type: Full-time

Pay: $21.50 - $23.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person