Front Desk Supervisor

Holiday Inn - Orlando, FL

Full-time - Entry Level

Orlando, FL

501-1,000 employees

Accommodation

About the position

The Front Desk Supervisor at Holiday Inn Resort Orlando Suites - Waterpark is responsible for overseeing front desk operations, ensuring adherence to guest service, quality, and sustainability standards. This role involves managing staff, resolving guest complaints, and maintaining high levels of guest satisfaction while promoting the hotel's brand and services.

Responsibilities

• Supervise front desk operations in accordance with established guest service, quality, and sustainability standards.
• Interview, select, train, schedule, coach, and support associates to ensure performance aligns with brand standards.
• Resolve guest complaints and concerns through thorough research and effective solutions.
• Monitor guest satisfaction scores and work towards improving departmental and overall guest satisfaction.
• Engage with guests as a lobby ambassador to foster relationships that encourage repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations for guests.
• Promote Hersha Hospitality and brand-specific marketing programs.
• Greet guests upon arrival, register them, and assign hotel rooms.
• Provide welcome folders containing room keys, certificates, and other relevant information.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at checkout and negotiate compromises in case of dissatisfaction.
• Create specific action plans to address guest service deficiencies.
• Ensure cleanliness and proper maintenance of hotel entrance, reception, and public areas.
• Follow sustainability guidelines related to HHM's EarthView program.
• Practice safe work habits and adhere to MSDS and OSHA standards.
• Perform other duties as requested by management.

Requirements

• Associate's or Bachelor's degree preferred.
• 1 to 3 years of related experience.