Front Desk Supervisor

Lead a guest-first front desk team at SHERATON DALLAS HOTEL BY THE GALLERIA. In this onsite role, you will provide day-to-day guidance, help ensure consistent quality customer service, and support smooth operations across arrivals, registrations, and guest follow-up. If you enjoy staying active on the front office floor and making sure every detail is handled correctly, this position offers a structured environment and clear expectations, with access to the tools needed to get the job done.

What you’ll do

• Provide leadership and direction to front desk clerks through clear verbal and written communication.
• Assign and instruct clerks on job details, observe performance, and encourage ongoing improvement.
• Welcome guests immediately with a friendly, sincere greeting and a positive, clear speaking voice.
• Use the computer system to complete registration promptly, including inputting and retrieving guest information, confirming guest count and room rates.
• Select rooms based on guest needs and nonverbally confirm room number and rate as part of the check-in flow.
• Prepare welcome folders with room keys, certificates, and coupons as appropriate.
• Close out guest accounts at check out and handle dissatisfaction by negotiating compromise, which may include authorizing a revenue allowance after other solutions are offered.
• Code electronic keys and verify and imprint credit cards for authorization using electronic acceptance methods.
• Handle cash, make change, and balance assigned house bank; accept and record vouchers, travelers’ checks, and other payment forms.
• Post charges to guest rooms and house accounts using the computer, and perform moderately complex arithmetic accurately with a calculator.
• Answer the telephone promptly in clear English, input and retrieve messages, and relay message content to guests.
• Retrieve mail, small packages, and faxes for customers as requested.
• Stay calm and alert during emergency situations and/or busy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by researching the situation and identifying effective solutions.
• Manage Third Party Internet billing and arrivals, prepare group arrivals, and prepare pre-arrival packets as requested/required.
• Anticipate arrival flow to support smooth check-in and check-out.
• Train new agents on daily duties, including cash handling procedures, CRM Toolbox use, and hotel organization; coordinate and track successful completion of training on the PMS system.
• Monitor and track associate time and attendance, reinforce attendance expectations, and recommend progressive discipline procedures when needed.
• Support Associate Satisfaction by taking actions aligned with Associate Opinion Survey results.
• Coordinate with other supervisors and management to maintain a consistent quality work environment.
• Be familiar and able to perform duties on all shifts, including Night Audit and PBX, and serve as Manager on Duty (MOD) in the absence of the Front Office Manager.
• Turn in lost and found items and guest room keys; follow company policies, safety, and security procedures.
• Report unsafe conditions and document accidents, injuries, near-misses, and property damage or loss to management.
• Maintain a neat, clean, and well-groomed appearance per team member handbook standards; assist other front desk personnel when needed; complete related duties as requested by management.

Skills and experience needed

• Two years combined prior front desk and supervisor experience.
• High school diploma preferred (or an equivalent combination of education and experience).
• Ability to deal effectively with internal and external customers, using patience, tact, and diplomacy to defuse anger, collect accurate information, and help resolve conflicts.
• Considerable skill using a calculator and completing moderately complex math calculations without error.
• Ability to read, listen to, and communicate effectively in English, verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.

Technologies you’ll use

• CRM Toolbox
• PMS system

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

Physical demands

• Ability to stand and move throughout the front office and continuously perform essential job functions.
• Standing 95% of shift.
• Lifting up to 25 pounds maximum.
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing, and smiling.