Front Desk Supervisor

$26,624 - $30,846/Yr

Holiday Inn - Rapid City, SD

Full-time - Entry Level

Onsite - Rapid City, SD

Accommodation

About the position

The Front Desk Supervisor at Holiday Inn Rapid City Downtown - Convention Center is responsible for overseeing the front office staff during the evening shift, primarily from 3 PM to 11 PM, including weekends. This role involves training staff, managing guest services, and ensuring a high level of customer satisfaction. The supervisor will also handle administrative tasks and coordinate with other departments to maintain smooth operations.

Responsibilities

• Provide formal and informal training to Guest Service Ambassadors and Bell persons on an ongoing basis.
• Communicate Front Office processes and status to Front Office staff.
• Communicate with other departments through daily logs and reports.
• Meet regularly with Front Office Manager to discuss department status and assigned work.
• Research guest inquiries and escalated service issues to resolve promptly.
• Follow-up with guests on resolution to ensure satisfaction.
• Complete Manager on Duty checklists and other duties.
• Stock, inventory, and coordinate with vendors for the Marketplace gift shop.
• Manage hotel shuttle service and drivers, including operating shuttle for guests.
• Welcome guests in a friendly and professional manner, recognizing IHG Rewards Club Members.
• Check guests in, issue room keys, and provide information on hotel services.
• Ensure required identification is taken from guests at check-in.
• Answer phones promptly and courteously.
• Record and process all guest calls, messages, requests, and concerns.
• Record guest preferences in the system.
• Check guests out, resolving any late or disputed charges.
• Accurately process all cash and credit card transactions.
• Communicate outstanding guest requests or issues to management.
• Take action to solve guest problems using service recovery guidelines.
• Follow established hotel safety protocols and report any incidents.
• Book guest reservations and process cancellations or updates.
• Work as part of a team to ensure excellent quality and service.
• Perform other duties as assigned, including guest room tours and concierge services.

Requirements

• High School diploma or equivalent.
• One year of front desk or guest service experience strongly preferred.
• Proficiency in Opera is preferred but not essential.
• Basic computer skills to operate property management and reservations systems.
• Strong communication skills for interacting with guests and employees.
• Basic math skills for handling cash or credit transactions.
• Ability to work a flexible schedule including nights, weekends, and holidays.

Nice-to-haves

• Experience in a hotel front desk or similar work environment.