FLH - Supervisor

The Front Office Supervisor at Fantasyland Hotel plays a key role in ensuring an exceptional guest experience from the moment guests arrive until the time they depart. This leadership position supports and oversees front office operations during assigned shifts, ensuring that service standards are consistently met. This role provides direction, coaching, and operational guidance to front office agents, promotes a welcoming and professional environment, and works collaboratively with all departments to deliver a seamless and memorable stay for every guest.

PRIMARY RESPONSIBILITIES:

• Oversee front office agents during all shifts, ensuring tasks are completed accurately and efficiently.
• Assign duties, adjust workflows based on business levels, and provide clear direction to maintain smooth operations.
• Observe guest interactions and service delivery to ensure exceptional service standards are met.
• Address guest concerns, requests, and issues promptly and professionally, escalating matters when necessary to ensure full satisfaction.
• Provide ongoing training, skill development, and performance feedback to front desk team members.
• Oversee proper documentation of room availability, reservations, guest profiles, and billing information.
• Work closely with housekeeping, maintenance, and other departments to ensure rooms are ready, guest needs are met, and operational issues are resolved promptly to deliver a seamless guest experience.
• Support front desk agents during busy periods by processing arrivals and departures, issuing keys, updating reservations, and ensuring all guest interactions are handled efficiently.
• Manage cash-handling procedures, process credit card transactions, balance shift reports, and ensure financial accuracy according to hotel policies and audit requirements.
• Uphold and enforce all hotel operational standards, safety guidelines, and front office procedures. Conduct periodic audits to ensure team compliance and consistency.
• Foster a positive and motivated work environment by encouraging teamwork, resolving conflicts, and assisting staff with problem solving.
• Support ongoing communication within the team and promote a culture of service excellence.

DESIRED QUALIFICATIONS:

• Experience in hotel front desk operations or hospitality management preferred.
• Excellent customer service skills with a friendly, approachable, and guest-focused demeanor.
• Previous supervisory or management experience in a hospitality setting is a plus.
• Strong organizational skills with exceptional attention to detail.

TERMS OF EMPLOYMENT:

• This is a full-time position that requires availability Monday through Sunday, including days, evenings, weekends and holidays.
• Must be able to pass a basic security clearance.