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

The role of a Front Desk Supervisor is a critical one, as it ensures the smooth functioning of the front office. When the Front Desk Supervisor is effective, it can lead to increased customer satisfaction and higher revenue for the business. On the other hand, when a Front Desk Supervisor is ineffective, it can result in long wait times, poor customer service, and decreased profitability.

A good Front Desk Supervisor should be knowledgeable about front desk operations, have excellent customer service skills, and be able to work well with a team. Furthermore, they should be able to handle stressful situations in a calm and effective manner. By having the right person in this role, businesses can ensure that their customers receive the best possible experience.

Steps How to Become

1. Earn a High School Diploma. Most employers require front desk supervisors to have a high school diploma or equivalent. To get this, you'll need to complete the necessary coursework and pass the required exams.
2. Obtain Relevant Work Experience. Employers generally prefer to hire front desk supervisors with prior work experience in customer service or related fields. You can gain such experience by working in a hotel, retail store, or other customer-facing positions.
3. Pursue Certification. Certification is not typically required to become a front desk supervisor, but it can provide a boost to your resume when seeking positions. The American Hotel & Lodging Educational Institute offers a Certified Front Desk Representative certification program that covers topics such as customer service, problem-solving, and communication.
4. Develop Soft Skills. Front desk supervisors need to have strong soft skills such as problem-solving, communication, and organizational abilities in order to be successful. Developing these skills through training and experience will help you stand out from other applicants.
5. Apply for Open Positions. Once you have the necessary qualifications, you can start applying for open front desk supervisor positions. You can find job postings online on sites such as Indeed and Monster.
6. Attend an Interview. After submitting your application, you may be invited to attend an in-person interview with the employer. Be prepared to answer questions about your work experience and soft skills, as well as any other questions related to the position.
7. Get Hired. If you make a good impression during the interview, you may be offered the position of front desk supervisor. Congratulations! Now you can start working in this exciting and challenging role.

The development of skilled and competent employees is essential for any successful business. In order to cultivate such employees, organizations should invest in the hiring and training of front desk supervisors. These supervisors provide leadership, support, and guidance to employees, setting the tone for customer service and the overall success of the organization.

Furthermore, front desk supervisors are responsible for providing training and feedback to employees, helping them to grow and develop their skills. They also ensure that all customers’ needs are met in a timely and efficient manner, which can have a positive effect on customer satisfaction and loyalty. investing in the hiring and training of front desk supervisors is essential to foster a culture of excellence and accomplishment within the organization.

You may want to check Front Desk Representative, Front Office Supervisor, and Front End Engineer for alternative.

Job Description

1. Greet and welcome guests as soon as they arrive at the front desk.
2. Answer, screen and forward incoming phone calls.
3. Ensure reception area is tidy and presentable, with all necessary stationery and material (e. g. pens, forms and brochures).
4. Provide basic and accurate information in-person and via phone/email.
5. Receive, sort and distribute daily mail/deliveries.
6. Monitor logbook, manage appointments and schedule meeting rooms.
7. Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing.
8. Track inventory of office supplies and place orders when necessary.
9. Develop and implement organized filing systems.
10. Liaise with executive and senior administrative assistants to handle requests and queries from senior managers.
11. Supervise the work of assigned administrative staff.
12. Ensure all staff adhere to front desk policies and procedures.
13. Take responsibility for the security of the front desk area.
14. Maintain logbooks, prepare reports and maintain proper paperwork.
15. Ensure front desk staff are properly trained, motivated and productive.
16. Handle employee issues in a professional manner, refer to Human Resources when necessary.
17. Assist with other projects as needed.

Skills and Competencies to Have

1. Excellent communication skills
2. Computer proficiency
3. Ability to multi-task
4. Strong organizational skills
5. Professional customer service attitude
6. Conflict resolution skills
7. Knowledge of office procedures
8. Ability to handle difficult situations
9. Ability to work in a fast paced environment
10. Problem solving skills
11. Time management skills
12. Ability to work independently and as a team

Customer service skills are essential for any front desk supervisor. Without the ability to interact with customers in a friendly and professional manner, problems can arise quickly and customer satisfaction will plummet. The supervisor must be able to manage customer complaints, address customer concerns, and handle stress in a positive way.

In addition, the supervisor must also be able to multitask effectively, managing multiple tasks at once while maintaining excellent customer service standards. Finally, strong leadership and organizational skills are essential for a front desk supervisor to ensure that tasks are delegated properly and that customer service is delivered in a timely manner. Without these skills, front desk supervisors cannot effectively manage their teams or provide customers with the quality of service they expect and deserve.

Front End Architect, Front Desk Clerk, and Front End Web Designer are related jobs you may like.

Frequent Interview Questions

• What experience do you have as a Front Desk Supervisor?
• How do you handle difficult customer situations?
• What skills do you possess that make you an effective Front Desk Supervisor?
• What challenges have you faced in previous Front Desk Supervisor roles?
• How do you ensure customer satisfaction?
• What strategies do you use to resolve customer complaints?
• What techniques do you use for motivating staff?
• How do you handle conflict between employees?
• How do you stay organized and prioritize tasks?
• How do you keep up with changes in the industry?

Common Tools in Industry

1. Scheduling Software. Allows for efficient scheduling of staff, including hours, days off, and tasks. (eg: WhenIWork)
2. Time Clock System. Tracks employee attendance and hours worked. (eg: Homebase)
3. Point of Sale System. Processes sales transactions and keeps track of customer information. (eg: Square)
4. Customer Relationship Management Software. Keeps track of customer interactions and requests. (eg: Salesforce)
5. Intercom System. Allows for quick communication between staff and customers. (eg: RingCentral)
6. Security Software. Helps protect data and secure customer information. (eg: McAfee)
7. Reporting Software. Generates reports on performance and customer satisfaction. (eg: Tableau)
8. Inventory Tracking Software. Tracks stock levels and helps manage supply and demand. (eg: InventoryLab)

Professional Organizations to Know

1. American Hotel & Lodging Association (AH&LA)
2. Professional Association of Innkeepers International (PAII)
3. National Association of Hotel & Lodging Executives (NAHLE)
4. International Society of Hotel Association Executives (ISHAE)
5. American Resort and Lodging Association (ARLA)
6. International Association of Conference Centers (IACC)
7. International Hotel and Restaurant Association (IH&RA)
8. Society of Professional Hotel Receptionists (SPHR)
9. Hospitality Sales and Marketing Association International (HSMAI)
10. National Concierge Association (NCA)

We also have Front End Technician, Front End Developer/Designer, and Front Office Assistant jobs reports.

Common Important Terms

1. Front Desk. A desk that serves as the first point of contact for guests at a hotel, resort, or other lodging establishment.
2. Guest Services. The services and amenities offered to guests at a hotel, resort, or other lodging establishment.
3. Check-In/Check-Out process. The process of checking a guest into a hotel, resort, or other lodging establishment, and checking them out when they are leaving.
4. Room Bookings. The process of making reservations for a guest to stay in a hotel, resort, or other lodging establishment.
5. Key Issuance. The act of providing a guest with a key to their room upon check-in.
6. Billing/Payments. The process of collecting payment from guests for their stay at a hotel, resort, or other lodging establishment.
7. Concierge Services. Services offered to guests by a hotel, resort, or other lodging establishment, such as transportation and activity recommendations.
8. Lost and Found. The process of locating and returning items that have been left behind by guests.
9. Problem Resolution. The process of resolving guest complaints or issues that arise during their stay at a hotel, resort, or other lodging establishment.

Frequently Asked Questions

What is the primary responsibility of a Front Desk Supervisor?

The primary responsibility of a Front Desk Supervisor is to ensure the efficient and effective operation of the front desk, providing excellent customer service to all guests and visitors.

What qualifications are required for a Front Desk Supervisor?

A Front Desk Supervisor typically needs to have a high school diploma or equivalent, along with experience in customer service, hospitality, or a related field. They also need to have excellent interpersonal and communication skills.

What are the duties of a Front Desk Supervisor?

The duties of a Front Desk Supervisor include supervising staff, overseeing guest check-in and check-out processes, resolving customer complaints, managing inventory, and upholding safety and security standards.

What is the average salary for a Front Desk Supervisor?

The average salary for a Front Desk Supervisor is $37,000 annually.

What type of environment does a Front Desk Supervisor typically work in?

A Front Desk Supervisor typically works in a hotel, motel, or other hospitality environment. They may also work in office buildings or residential complexes.

What are jobs related with Front Desk Supervisor?

• Front End Software Developer
• Front Office Manager
• Front Desk Attendant
• Front End Web Developer
• Front Office Cashier
• Front End UI/UX Developer
• Front Desk Agent

Web Resources

• Front Desk Supervisor - Stanford University Careers careersearch.stanford.edu
• Front Desk Supervisor, Marriott – Career Center | University of ... careers.usc.edu
• Front Office Supervisor - Human Resources www.etsu.edu