Front Desk Supervisor

Position Overview:

The all-new Cambria Hotel Lake Placid - Lakeside Resort is seeking a motivated, service-driven Front Desk Supervisor that will be primarily responsible for supervising front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team while ensuring guest and employee satisfaction and maximizing the financial performance of the department.

Job Responsibilities:

• Ensure outstanding customer care at all times.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
• Uses creative selling techniques to sell room nights, increase occupancy and revenue.
• Supervise daily shift process ensuring all team members adhere to standard operating procedures.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to expected arrivals after checking the guests’ preferences and special requests.
• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.
• Operates telephone equipment, including assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.
• Cross Check all billing instructions are correctly updated.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Performs other duties as assigned, requested, or deemed necessary by management.

Qualifications & Requirements:

• Proven experience as a front desk supervisor or a similar customer service role in the hospitality industry.
• High school diploma or equivalent; a degree in hospitality management or a related field is a plus.
• Excellent interpersonal and communication skills with a customer-centric approach.
• Strong leadership and team management abilities, with a focus on motivating and developing team members.
• Exceptional problem-solving skills and the ability to handle challenging situations with tact and diplomacy.
• Proficient in using front desk software and computer systems.
• Solid organizational and multitasking skills, capable of handling various responsibilities simultaneously.
• Ability to work flexible hours, including weekends and holidays, as required by business needs.
• Maintains professional working relationships and promotes open lines of communication with managers, team members, and other departments.

Cambria Hotel Lake Placid - Lakeside Resort is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.