Front Desk Supervisor
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Supervisor
Location 19020, Bensalem, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
JOB TITLE: Front Desk Supervisor
REPORTS TO: General Manager



The Front Desk Supervisor is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the General Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the General Manager with the accounting and human resources functions of the Front Office. The Front Desk Supervisor serves as the lead point person with regards to the Front Desk technology systems and in-house guest marketing initiatives. The Front Desk Supervisor also represents the hotel with all guests in absence of the General Manager and will also function as a GSR as needed.


Deliver on the promise of IHG in all interactions with guests and clients. Manage according to the IHG standards and instill a passion for customer service in all associates of the hotel.
Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
Responsible for the supervision of the security of cash, credit card transactions, and guest information.
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotels property management system (Opera) and Concerto to maximize revenue through occupancy and rate adjustments based on market conditions.
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Supervise the daily execution of the Cupboard and the Lending Locker ensuring each is stocked and maintained in an orderly and appealing manner.
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
Regularly sell hotel rooms through direct client contact.
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.


High School diploma or equivalent required.
Two years of previous Extend Stay hotel experience required.
Previous background from the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Problem-solving, reasoning, motivating, organizational and training abilities preferred.
Experience with Microsoft Office and Opera systems required.
Valid drivers license required.
Frequently standing up, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequently handling objects and equipment.
Will be required to work mornings, evening, weekends, and holidays.