How to Be Desk Supervisor - Job Description, Skills, and Interview Questions

Jun 19, 2020 / 5 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

When employees are not provided with adequate training, it can lead to a decrease in productivity. Without proper instruction on how to operate the necessary equipment, employees can experience frustration and become overwhelmed. This can lead to a decrease in morale, leading to a decrease in motivation and an increased rate of employee turnover.

Furthermore, inadequate training can result in a decrease in customer satisfaction, as employees are unable to effectively handle customer service inquiries. As a result, this can lead to a decrease in revenue and profitability for the company. To prevent this from happening, employers should invest in providing adequate training for their employees, to ensure that they are able to perform their duties efficiently and effectively.

Steps How to Become

Obtain a Bachelor's Degree. Desk supervisors typically need to have at least a bachelor's degree in a field such as hospitality, business, or management. This degree will help provide you with the necessary skills and knowledge to be an effective desk supervisor.
Gain Experience. It is important to gain experience in the hospitality industry prior to becoming a desk supervisor. This experience could include working as a desk clerk, front desk manager, or other customer service-related positions.
Obtain Certification. It is recommended that desk supervisors obtain certification in order to be more competitive in the job market and demonstrate knowledge of industry standards. Certifications can be obtained through organizations such as the American Hotel and Lodging Association.
Develop Leadership Skills. Desk supervisors need to have strong leadership skills in order to be successful. It is important to develop these skills through courses, workshops, and on-the-job training.
Demonstrate Professionalism. Desk supervisors need to demonstrate professionalism at all times in order to gain the respect of their colleagues and customers. This includes having excellent communication skills, being organized, and having a positive attitude.
Apply for a Position. Once you have the necessary qualifications and experience, you can begin applying for desk supervisor positions. You can look for job postings online or contact hotels and resorts directly.

Successful Desk Supervisors need to possess a number of essential skills and qualities in order to be competent and successful in their role. The most important qualities for a Desk Supervisor are strong communication and leadership abilities, as well as excellent organizational skills. Communication skills are essential for Desk Supervisors as they need to be able to effectively direct, motivate, and coordinate the activities of their staff.

Leadership qualities such as being able to take initiative, delegate tasks, and think critically are also important for Desk Supervisors. In addition, Desk Supervisors must have excellent organizational skills in order to be able to manage multiple tasks, prioritize work, and keep track of important documents and records. With these qualities, Desk Supervisors can ensure that the front desk is running smoothly and efficiently.

You may want to check Hotel Front Desk Cashier, Cruise Ship Front Desk Agent, and IT Help Desk Technician for alternative.

Job Description

Greet and register guests, assign rooms, and issue keys.
Answer questions about hotel services, room rates, and amenities.
Handle guest complaints and resolve issues.
Assist with checking out guests, billing, and taking payments.
Ensure that all guest information is kept secure.
Provide helpful information about the local area and attractions.
Follow all safety and security procedures for the hotel.
Keep the front desk area clean and organized.
Monitor the hotel lobby for suspicious or undesirable guests.
Contact housekeeping when guests check out to ensure rooms are cleaned properly.

Skills and Competencies to Have

Excellent customer service skills
Knowledge of hospitality operations
Ability to multitask
Ability to troubleshoot problems
Knowledge of computer systems
Excellent communication and interpersonal skills
Ability to handle confidential information
Excellent organizational skills
Knowledge of hotel policies and procedures
Ability to work in a fast-paced environment
Ability to follow instructions
Ability to handle money
Problem solving skills
Attention to detail
Time management skills

Good communication skills are essential for a Desk Supervisor role. Being able to clearly explain tasks, provide directions, and respond effectively to questions and concerns is an important part of the job. strong problem-solving abilities are necessary to handle customer inquiries and issues.

Desk Supervisors must also be organized and able to multitask in order to manage a variety of tasks simultaneously. Furthermore, Desk Supervisors must be able to work well with other staff members and maintain a professional attitude at all times. All of these skills are necessary to ensure the smooth running of a desk, where customer service and efficiency are the most important goals.

As a result, Desk Supervisors have to have a strong set of skills in order to succeed in their role.

Service Desk Technician, Desk Aide, and Desk Receptionist are related jobs you may like.

Frequent Interview Questions

What experience do you have as a Desk Supervisor?
How do you handle challenging customer interactions?
How have you handled difficult personnel issues in the past?
What strategies do you use to motivate your team?
What do you think are the most important qualities of a Desk Supervisor?
How do you ensure that customers receive quality service?
What is your approach to problem-solving?
How do you ensure the front desk is running smoothly?
Describe a situation where you had to make a difficult decision as Desk Supervisor.
How do you handle working with multiple stakeholders?

Common Tools in Industry

Help Desk Software. A software platform designed to automate help desk operations and streamline customer service processes. (eg: Zendesk)
Issue Tracking Software. Software used to manage, track and report on the progress of various tasks and issues. (eg: JIRA)
Knowledge Base Software. A software platform that allows users to store and access a variety of information in a central repository. (eg: Confluence)
Remote Support Software. Software that allows users to remotely access, control, and manage computers from a distance. (eg: TeamViewer)
Chatbot Software. A software platform that enables automated conversations between a user and a computerized system. (eg: Chatfuel)

Professional Organizations to Know

Association of Information Technology Professionals (AITP)
International Association of Software Architects (IASA)
Institute of Electrical and Electronics Engineers (IEEE)
Society for Information Management (SIM)
Association for Computing Machinery (ACM)
Project Management Institute (PMI)
International Association of Business Communicators (IABC)
Information Systems Security Association (ISSA)
International Information Systems Security Certification Consortium (ISC2)
Cloud Security Alliance (CSA)

We also have Help Desk Operator, Help Desk Analyst, and Help Desk Representative jobs reports.

Common Important Terms

Front Desk Clerk. A front desk clerk is a hospitality professional who is responsible for providing customer service and administrative support at the front desk of a hotel, motel, or other lodging establishment.
Concierge. A concierge is a customer service specialist who is responsible for providing information, directions, and advice to hotel guests.
Room Attendant. A room attendant is a hospitality professional who is responsible for cleaning guest rooms in a hotel or other lodging establishment.
Bellhop. A bellhop is a hospitality professional who assists guests with their luggage when they arrive at a hotel or other lodging establishment.
Housekeeping Supervisor. A housekeeping supervisor is a hospitality professional who oversees the daily operations of the housekeeping department in a hotel or other lodging establishment.

Frequently Asked Questions

What is Desk Supervisor?

Desk Supervisor is a cloud-based help desk system designed to help customer service teams better manage customer inquiries and provide comprehensive customer support.