Front Desk Supervisor - Centennial Plaza
Job in
Gulfport, Harrison County, Mississippi, 39500, USA
Listing for:
Centennialplazams
Full Time
position
Listed on 2026-02-04
Job specializations:
-
Hospitality / Hotel / Catering
-
Customer Service/HelpDesk
Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly
USD
80000.00
100000.00
YEAR
Job Description & How to Apply Below
Overview
The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring efficient and effective guest service, and managing a team of Front Desk Agents. This role includes supervising the front desk staff, handling guest concerns, managing reservations, ensuring the smooth check-in/check-out process, and maintaining the front desk area’s organization. The Front Desk Supervisor is also responsible for training, coaching, and motivating team members to deliver excellent customer service.
Key Responsibilities Team Supervision and Leadership: Supervise and lead the front desk team to ensure smooth operations and high standards of customer service. Train, mentor, and provide guidance to Front Desk Agents, ensuring they adhere to hotel policies and procedures. Conduct performance evaluations and provide feedback for staff development. Schedule shifts for front desk staff to ensure adequate coverage at all times, including evenings, weekends, and holidays.
Address any staff issues, conflicts, or concerns in a professional manner, providing support and conflict resolution.Guest Check-in and Check-out: Oversee the check-in and check-out processes to ensure smooth operations and minimal wait times for guests. Address guest complaints or issues promptly and effectively, ensuring guest satisfaction. Handle VIP guests, special requests, and ensure personalized service when necessary. Ensure accurate billing and payments during guest check-out, and resolve any discrepancies.Reservation Management: Monitor room availability, process reservations, and ensure the front desk team handles bookings efficiently. Oversee the reservation system and ensure correct data entry, including room types, rates, and guest preferences. Manage room allocation and coordinate with housekeeping and maintenance to ensure rooms are ready for guest arrivals.Guest Services and Communication: Greet guests upon arrival and ensure they receive a warm, welcoming experience. Handle phone calls and in-person inquiries regarding hotel amenities, services, local attractions, and event details. Assist in managing guest requests, such as transportation, restaurant reservations, and other concierge services. Resolve any issues or complaints, ensuring that guests are satisfied and that concerns are addressed efficiently.Front Desk Operations and Efficiency: Ensure the front desk is organized and well-maintained at all times, creating a welcoming atmosphere for guests. Monitor guest traffic and ensure that peak check-in/check-out times are efficiently managed to minimize wait times. Review daily reports and ensure all tasks, such as check-in/check-out, reservations, and guest requests, are completed accurately and on time. Maintain and update the property management system (PMS) to track guest information and reservations.Collaboration with Other Departments: Communicate effectively with housekeeping, maintenance, and other departments to ensure all guest requests are met promptly. Work with management to address operational issues, such as over bookings, room assignments, or special guest requirements. Ensure that front desk staff is fully informed of all hotel updates, promotions, or events that could impact guest experience.Training and Development: Assist in the recruitment, onboarding, and training of new front desk staff. Conduct ongoing training sessions to ensure staff stays updated on procedures, guest service standards, and hotel policies. Provide feedback to team members to improve performance and maintain a positive work environment.Administrative Duties: Maintain and review guest records, ensuring confidentiality and compliance with data protection policies. Prepare reports on daily operations, guest feedback, and any issues that may arise. Assist in managing inventory, ordering supplies for the front desk, and maintaining operational efficiency.Qualifications
Education
:
- High school diploma or equivalent (required).
- Associate’s or Bachelor’s degree in Hospitality, Business, or a related field (preferred).
Experience
:
- Previous experience in a hotel front desk or guest services role (required).
- At…
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