Front Desk Supervisor

Front Desk Supervisor- 2nd Shift

The DoubleTree by Hilton South Bend is seeking an experienced and dependable 2nd Shift Front Desk Supervisor to lead our evening Front Office operations. This position assists the Front Office Manager in supervising the Front Desk team while ensuring guests receive attentive, courteous, and efficient service throughout their stay.

The ideal candidate will have strong leadership skills, hotel Front Desk experience, and the ability to confidently handle guest concerns, operational challenges, and service recovery. This position primarily works second shift, including weekends and holidays, based on hotel occupancy and business needs.

Qualifications

Education and Experience:

• High school diploma or equivalent required.


• At least two years of hotel Front Desk or guest services experience required.


• Previous supervisory or leadership experience preferred.


• Hilton and OnQ experience strongly preferred.


• Must have a valid driver’s license.


• Must be available to work second shift, weekends, holidays, and special events.

Physical Requirements

• Ability to stand for the duration of the shift.


• Ability to occasionally lift or move up to 20 pounds.


• Flexible or extended hours may occasionally be required based on hotel operations.

Knowledge and Skills

• Ability to communicate information and expectations clearly.


• Strong leadership, organization, and decision-making skills.


• Ability to multitask in a fast-paced hotel environment.


• Ability to anticipate operational and guest-service needs.


• Effective problem-solving and service-recovery skills.


• Ability to meet deadlines and ensure shift responsibilities are completed.


• Ability to listen to and address concerns raised by guests and team members.


• Ability to understand basic financial information, cash-handling procedures, and arithmetic functions.


• Ability to remain professional and composed during challenging situations.

Essential Duties and Responsibilities

• Lead second-shift Front Desk operations and provide direction to Front Desk team members.


• Ensure all guests are checked in and out in a friendly, efficient, and courteous manner.


• Assist guests with questions, requests, complaints, and service-recovery concerns.


• Approach all interactions with guests and employees in a friendly and service-oriented manner.


• Maintain regular and reliable attendance in accordance with AFP Management standards.


• Maintain professional appearance and grooming standards, including wearing the required uniform and name tag.


• Ensure Front Desk employees remain attentive, professional, helpful, and courteous.


• Complete and verify all second-shift checklists, reports, logs, and assigned responsibilities.


• Review the Front Office log, guest requests, traces, VIP arrivals, and special accommodations.


• Communicate important information to overnight staff and other affected departments.


• Ensure guest messages, packages, and mail are properly logged and delivered.


• Maintain knowledge of hotel rates, packages, promotions, groups, and restricted dates.


• Follow and enforce hotel credit, cash-handling, and payment policies.


• Complete or verify bucket checks, room-rate verification, room-status reports, and housekeeping reports.


• Monitor guest-request logs, callbacks, telephone standards, and follow-up procedures.


• Maintain effective communication and teamwork with Housekeeping, Engineering, Security, Food and Beverage, and other departments.


• Understand and assist with hotel emergency and safety procedures.


• Ensure room-status information is accurate and communicated to the appropriate departments.


• Maintain control and accountability for the assigned house bank.


• Monitor key-control procedures and support hotel security.


• Perform all responsibilities of a Front Desk Agent when necessary.


• Assist with training and coaching new and current Front Desk employees.


• Report significant guest, employee, safety, or operational concerns to management.

Additional Responsibilities

• Help maximize room revenue through appropriate room merchandising and upselling.


• Respond to guest inquiries in a timely and professional manner.


• Participate in departmental meetings, planning, and hotel