Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Front Desk Supervisor image - Rise Careers
Job details

Front Desk Supervisor

Company Description

If you love saying YES and enjoy engaging with the community by leading with ART, 21c Museum Hotels is one of the pioneering examples of bridging the worlds of art and hospitality.  We combine a multi-venue contemporary art museum, boutique hotel and a chef driven restaurant to create a unique and welcoming opportunity.

Come join our Flock!

Job Description

Reports To: Front Office Manager/Rooms Manager 

Supervises: Front Desk Agents, Valets 

General Purpose: The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk and valet functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.  

Specific Responsibilities 

  • Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.  Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.  Manages front office and valet staff during appropriate shifts. 

  • Oversees all day to day operations of Front Desk and Valet staffs, insuring that all established front office and hotel policies are followed. 

  • Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. 

  • Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell. 

  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records. 

  • Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue. 

  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone. 

  • Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling  and setting wake-up calls and paging guests to provide guests with timely and efficient service. 

  • Maximizing revenue in each phone, desk, or valet transaction. 

  • Controls cash transactions at the front desk or valet area and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.  

  • Maintains a friendly, cheerful and courteous demeanor at all times. 

  • Performs other duties as assigned, requested or deemed necessary by management. 

 

  • Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible. 

  • Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with guest, and maintains log of the incident.  Reports issues to manager, escalating immediately when appropriate. 

  • Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations. 

  • Ensures that the AM shift and PM shift sheet is completed each day. 

  • Other duties as assigned by your supervisor or manager. 

 

 

Qualifications

  • Know standard cash handling procedures and knowledge of computerized cash register systems. 

  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. 

  • Must be fluent in English. 

  • Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing. 

  • Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations. 

  • Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks. 

  • Standard office equipment including but not limited to:  telephone, copier, POS, PC, fax machine, and PBX system. 

Additional Information

All your information will be kept confidential according to EEO guidelines. 21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm 

Average salary estimate

$47500 / YEARLY (est.)
min
max
$40000K
$55000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Front Desk Supervisor, AccorHotel

Are you a people person with a flair for hospitality? Join the team at 21c Museum Hotels as a Front Desk Supervisor in Cincinnati, OH! Here, art meets hospitality, and we pride ourselves on creating a welcoming atmosphere for our guests—from greeting them upon arrival to ensuring that every stay is smooth and enjoyable. In this role, you’ll be the go-to person for handling guest inquiries and issues in the absence of the manager. You’ll oversee a dedicated team of front desk agents and valets, making sure they provide top-notch service while following hotel policies. Your days will be filled with tasks like checking in guests, managing reservations, and coordinating with housekeeping and engineering to fulfill requests promptly. You’ll also play a key role in managing cash transactions and maintaining accurate records. If you thrive in a fast-paced environment and have a knack for multitasking, this position is perfect for you! Your excellent communication skills and ability to manage various situations with tact and understanding will shine here. At 21c Museum Hotels, we’re not just a place to stay; we’re a community hub that bridges art and hospitality, and we want you to be a crucial part of that experience. So if you want to pave the way for memorable guest experiences and be part of a dynamic team, we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Front Desk Supervisor Role at AccorHotel
What are the responsibilities of a Front Desk Supervisor at 21c Museum Hotels?

The Front Desk Supervisor at 21c Museum Hotels takes charge of ensuring smooth operations at the front desk. This includes overseeing staff, managing guest check-ins and check-outs, addressing any guest complaints, and maintaining accurate records of transactions. You’ll also be responsible for communication between departments, ensuring that all guest needs are met promptly.

Join Rise to see the full answer
What qualifications are needed to become a Front Desk Supervisor at 21c Museum Hotels?

To qualify for the Front Desk Supervisor role at 21c Museum Hotels, you should have experience in customer service, ideally in a hotel setting. Knowledge of cash handling procedures and computerized cash register systems is essential. Strong English communication skills, both verbal and written, and the ability to manage multiple tasks with attention to detail are also required.

Join Rise to see the full answer
What skills are important for a Front Desk Supervisor at 21c Museum Hotels?

Key skills for a Front Desk Supervisor at 21c Museum Hotels include excellent interpersonal and communication abilities, a strong customer-service orientation, and the capacity to remain calm in stressful situations. Organizational skills and attention to detail are crucial, as is the aptitude for using various office equipment and software.

Join Rise to see the full answer
How does a Front Desk Supervisor at 21c Museum Hotels handle guest complaints?

Handling guest complaints as a Front Desk Supervisor at 21c Museum Hotels involves responding with professionalism and empathy. You’ll assess the issue, communicate with the relevant departments for a resolution, determine suitable recovery options, and follow up with guests to ensure satisfaction.

Join Rise to see the full answer
What is the work environment like for a Front Desk Supervisor at 21c Museum Hotels?

The work environment for a Front Desk Supervisor at 21c Museum Hotels is dynamic and engaging. You’ll interact with a diverse range of guests and collaborate closely with the front desk and valet teams. The artistic and cultural vibe of the hotel adds a unique twist to the daily operations, making it an exciting place to work.

Join Rise to see the full answer
Common Interview Questions for Front Desk Supervisor
How would you prioritize tasks as a Front Desk Supervisor?

In prioritizing tasks, I would first identify urgent guest needs or issues. After addressing those, I would manage the daily operations, ensuring staff responsibilities are fulfilled while also keeping an eye on any ongoing administrative tasks.

Join Rise to see the full answer
Can you give an example of how you've handled a difficult guest situation?

I once encountered a guest who was upset about a booking error. I listened actively to their concerns, empathized with their frustration, and offered a resolution that included a room upgrade. By making them feel valued, I turned a potentially negative experience into a positive one.

Join Rise to see the full answer
What strategies would you implement to enhance guest satisfaction?

To enhance guest satisfaction, I would implement regular staff training focused on customer service, encourage personalized experiences by remembering guest preferences, and create feedback channels to continuously improve services we offer.

Join Rise to see the full answer
How do you handle cash and financial transactions?

Handling cash transactions requires strict adherence to established procedures. I ensure accuracy by double-checking all amounts during check-out and balancing the cash drawer at the end of each shift, following proper reporting protocols for discrepancies.

Join Rise to see the full answer
What motivates you in your role as a Front Desk Supervisor?

I’m motivated by the opportunity to meet new people and create memorable experiences for guests. Knowing that my role directly impacts their happiness and comfort at 21c Museum Hotels is incredibly fulfilling.

Join Rise to see the full answer
How would you handle a situation where a team member is not meeting performance expectations?

I would address the issue directly with the team member, discussing specific areas where improvement is needed. I believe in constructive feedback and would work with them on an action plan to help them improve their performance.

Join Rise to see the full answer
How do you ensure accuracy in reservations?

Accuracy in reservations is key. I double-check each entry in the system, confirm details with guests when needed, and cross-reference against any incoming paperwork to avoid any discrepancies before check-in.

Join Rise to see the full answer
What do you believe makes a great Front Desk Supervisor?

A great Front Desk Supervisor combines excellent communication skills with strong leadership abilities and a knack for problem-solving. They lead by example, ensuring the front desk team is motivated and that each guest feels valued.

Join Rise to see the full answer
How would you stay organized while managing multiple guest requests?

I would utilize a task management system to keep track of each request and prioritize according to urgency. Staying calm and organized helps me address issues promptly without compromising service quality.

Join Rise to see the full answer
What do you find most rewarding about the Front Desk Supervisor role?

The most rewarding aspect is making a difference in a guest's day—whether it’s resolving an issue or simply sharing a kind word. The satisfaction of contributing positively to their experience is incredibly fulfilling.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
AccorHotel Hybrid Miami Beach, FL, USA
Posted 5 hours ago
Photo of the Rise User
Posted 5 hours ago
Photo of the Rise User
Dare to be Different
Diversity of Opinions
Inclusive & Diverse
Collaboration over Competition
Fast-Paced
Growth & Learning
Photo of the Rise User
Customer-Centric
Mission Driven
Work/Life Harmony
Inclusive & Diverse
Growth & Learning
Photo of the Rise User
Posted 9 days ago
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
Intellect Remote No location specified
Posted 11 days ago
Photo of the Rise User
Domino's Hybrid 74 Plaistow Rd, Plaistow, NH 03865, USA
Posted 4 hours ago

Accor is global leader in corporate services, operates in nearly 100 countries with 150,000 employees. With more than 4,000 hotels worldwide, covering all segments from economy to upper upscale, Accor Hospitality, the Accor’s hotel offering, of...

125 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
December 26, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!