Benefits:
- Competitive salary
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
About Us:The Northport Hotel is an exclusive 26 room luxury boutique hotel, offering a unique and elevated experience for our guests. Located in the heart of Northport, we are committed to providing impeccable service in an intimate and sophisticated environment. Our front desk team is the first point of contact for our guests, and we are looking for a dynamic and experienced Front Desk Supervisor to lead and inspire this team to deliver exceptional guest experiences. Position Overview:The Front Desk Supervisor will oversee the daily operations of the Guest Services team, ensuring that all front desk functions are carried out smoothly and in accordance with our high standards of service. This role involves direct supervision of Guest Services agents, providing leadership and guidance to ensure policies and procedures are followed, and working closely with the Hotel Manager to refine and improve operational processes.The ideal candidate will be proactive, have a keen eye for detail, and possess excellent communication skills. You will be responsible for responding to guest needs and requests, monitoring guest feedback, and collaborating with the management team to implement improvements that enhance the guest experience. Key Responsibilities:- Supervise Front Desk Operations: Oversee the daily activities of the Guest Services agents, ensuring proper handling of check-ins, check-outs, reservations, guest inquiries, and special requests.- Team Leadership & Training: Provide direction and support to Guest Services agents, ensuring adherence to hotel policies and guest service standards. Offer regular training and coaching to maintain high performance and improve service delivery.- Process Improvement: Work closely with the Hotel Manager and other departments to develop and implement new processes that improve operational efficiency, streamline workflows, and enhance the guest experience.- Guest Interaction & Special Requests*: Address and follow up on guest inquiries and special requests, ensuring that all needs are met promptly and in line with our standards. Ensure communication with all departments regarding guest preferences and needs.- Guest Feedback Management: Collect, track, and respond to guest feedback, ensuring that concerns are addressed in a timely manner. Communicate feedback to management to identify areas for improvement.- Manager on Duty (MOD): When the Hotel Manager is unavailable, act as the MOD, assuming responsibility for hotel operations. This includes overseeing guest relations, addressing any guest concerns or emergencies, coordinating with other departments, and ensuring all hotel policies and procedures are followed. The MOD is responsible for maintaining high service standards and ensuring the overall smooth operation of the hotel during their shift.-Quality Control & Policy Adherence: Ensure that all team members follow hotel policies and procedures, especially in relation to guest check-in/check-out, billing, and security procedures. Monitor the teams adherence to quality standards and ensure consistency in service delivery. - Shift Management & Support: Manage and monitor team schedules, assign tasks, and ensure there is always adequate coverage at the front desk during peak times. Act as the point of contact for any issues or emergencies during your shift.- Collaboration & Communication: Work closely with management and other hotel departments to create a cohesive, guest-centered experience. Share important guest information and ensure the front desk team is aligned with hotel-wide initiatives.
