Front Desk Supervisor at Northwood Investors / Ballantyne Hotel

Job Description 

Front Desk Supervisor - SUPHFRDK 

Department: Front Office  

Reports To: Front Office Manager  

Northwood Overview 

An enterprising organization managing hospitality assets that deliver unique, carefully curated guest experiences. We understand that our people are the hallmark of our success, managing and operating a portfolio of leading hotel assets ranging from select service to lifestyle independent hotels. Our people are the most important assets. We are committed to developing talent and building high performance leadership teams. We understand that the sum of our collective talents and efforts helps us achieve greater results and thrive.  

Job Overview:  

The Front Desk Supervisor leads our front desk team and ensures exceptional guest experiences. The ideal candidate will possess strong leadership skills, a passion for hospitality, and a commitment to delivering outstanding customer service. 

Responsibilities: 

• Team Leadership: 

• Oversee the daily operations of the front desk team, including scheduling, training, and performance management. 

• Motivate and inspire the team to achieve high standards of excellence. 

• Resolve team conflicts and address performance issues promptly and professionally. 

• Guest Services: 

• Greet guests warmly and professionally, creating a positive first impression. 

• Efficiently handle check-ins and check-outs, ensuring accuracy and timely processing. 

• Address guest inquiries and concerns promptly and effectively, resolving issues to satisfaction. 

• Assist guests with reservations, luggage assistance, and other special requests. 

• Operations Management: 

• Monitor and maintain accurate records of room availability, reservations, and guest accounts. 

• Ensure compliance with hotel policies and procedures, including safety and security protocols. 

• Coordinate with other departments (housekeeping, maintenance, etc.) to ensure seamless operations. 

• Manage cash handling and POS systems, adhering to financial guidelines. 

• Problem-Solving: 

• Identify and resolve guest complaints and issues in a timely and professional manner. 

• Implement solutions to improve operational efficiency and guest satisfaction. 

• Adapt to changing circumstances and unexpected challenges. 

Qualifications: 

• Proven experience as a Front Desk Supervisor or similar role in a hotel or hospitality setting. 

• Strong leadership and interpersonal skills. 

• Excellent communication and problem-solving abilities. 

• Proficiency in hotel property management systems (PMS). 

• Knowledge of reservation systems and booking procedures. 

• Ability to work flexible shifts, including weekends and holidays. 

Perks & Benefits: 

• Medical, Dental, Vision  

• Hotel Discounts  

• Paid Time Off  

• Employee Assistance program 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be added at any time with or without notice.  

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.