Front Desk Supervisor

ACCOUNTABILITY

The Front Desk Supervisor is a pivotal role in ensuring the seamless operation of our front desk and guest services. As a Front Desk Supervisor, you are responsible for overseeing the daily activities of the front desk team, providing leadership and guidance, and ensuring exceptional guest experiences. Your dedication and leadership contribute to the overall success of our organization. 

REPORTS TO AND IS SERVED BY: The Front Office Manager, Assistant General Manager, or General Manager 

ABOUT STONEY CREEK

Stoney Creek Hospitality is a midsized hospitality management company that manages twelve limited-service hotels throughout the Midwest. Founded in 1994, entrepreneur Jim Thompson began with a vision of a lodging experience that exemplified that ‘cabin by the lake’ feel with eclectic guest rooms and modern amenities throughout America’s heartland. We continue to live out his vision through our just cause: championing the success of like-minded individuals toward their personal and professional goals through passionate, genuine hospitality.

WHAT TO EXPECT

Team Leadership: Supervise and guide the front desk team, including training, scheduling, and performance evaluations. Lead by example and provide support to team members. 

Guest Services: Maintain a high level of guest service by addressing inquiries, requests, and concerns professionally and promptly. Assist with special guest needs and resolve issues. 

Check-In and Check-Out: Oversee the check-in and check-out processes, ensuring that guests are welcomed and farewelled with a positive impression. 

Reservations: Manage room reservations, including booking, modifications, and cancellations, to ensure accuracy and room availability. 

Cash Handling: Oversee financial transactions, including processing payments, reconciling the cash drawer, and reporting any discrepancies. 

Problem Resolution: Handle guest issues or complaints effectively, finding prompt and suitable solutions to ensure guest satisfaction. 

Record Keeping: Maintain accurate records of guest interactions, room assignments, and requests. 

Security: Monitor the hotel's security systems and respond to any security concerns or emergency situations following established protocols. 

Front Desk Operations: Ensure that the front desk area is organized and well-maintained, with all necessary supplies readily available. 

Foundational Skills and Qualities: Strong organizational skills to manage tasks and prioritize work. Good physical stamina and the ability to perform physical tasks such as lifting and bending. Ability to work effectively in a fast-paced and dynamic environment.  

Work Expectations and Responsibilities: Willingness to adapt to a variety of tasks, including "Other duties as assigned." Participate in department meetings and maintain an open line of communication with colleagues. Obtain any required certifications necessary, as relevant to the specific job.

PROUD OWNER

Strong leadership and team management skills. 

Excellent communication and interpersonal abilities. 

Problem-solving skills and the ability to handle challenging situations with diplomacy. 

Proficiency in using hotel management software for reservations and guest information. 

Attention to detail and organizational skills to manage front desk operations effectively. 

A positive and approachable demeanor, fostering positive interactions with guests and team members. 

HELD ACCOUNTABLE TO

Guest satisfaction, brand standards, property and room preparation, preparing a welcoming environment, and cleaning and sanitization. 

SOFT SKILLS

CHARACTERISTICS:

Independent, assertive, self-confident, data-driven, introspective, deliberate, and organized.

CORE COMPETENCIES:

Action oriented, conflict management, decision quality, integrity and trust, customer focus, building effective teams, technical learning.

MINDSET: Entrepreneurial and infinite mindset, which prioritizes both personal and professional growth. 

HARD SKILLS

EDUCATION AND EXPERIENCE: 

High school diploma or equivalent. 

Previous experience in a front desk or guest service role. 

Supervisory or leadership experience preferred. 

Familiarity with hotel management software is a plus. 

Strong communication skills, both verbal and written. 

PHYSICAL DEMANDS: lift, carry, push, and pull up to 35+ lbs. 

TRAVEL: N/A 

POSITION: On-site work at the hotel property. 

BENEFITS OF WORKING AT STONEY CREEK

• Paid Onboarding 
• Paid Training 
• Retirement Plan with Safe Harbor Match  
  • Eligible for the first open enrollment after 90 days 
• Health and Dental through Wellmark Blue Cross Blue Shield and Vision through VSP - Family Plans Available
  • Eligible the first of the month following 60 days of employment 
• Paid PTO and Sick time    
• Flexible Schedule 
• Paid Holidays  
• Hotel Room Discounts 
• Opportunities for Career Progression