This position requires a proactive, detail-oriented professional who thrives in a fast-paced hospitality environment and is committed to excellence in customer service. This role will play a key role in delivering exceptional guest experiences and supporting the front desk operations. ESSENTIAL DUTIES & RESPONSIBILITIES • Supervise and oversee the operational activities of Front Desk Clerks as related to Front Desk policies and procedures. • Supervise and assist clerks in daily operational activities as well as perform all duties of Front Desk Clerks. • Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. • Ensures compliance with all Front Office policies, standards and procedures. • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements. • Responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. • Creation of weekly staff schedule and daily monitoring of shift breaks, ensuring staff are reporting to work, leaving and taking breaks on time and controlling payroll expenses by allowing staff to leave early during slow periods. • Monitor and correct performance of employees; Coach/Counsel employees as needed; Issue Disciplinary Action for all Front Desk staff, as approved by Hotel Manager. • Maintain good communication and working relationships with all hotel departments. • Assist with recruiting, managing, training and developing the clerks. • Delegate tasks and department assignments or projects, meeting deadlines related to those assignments. • Focus on achieving the goals or objectives of the department using available resources. • Implement new policy and procedure for the department. • Review resume Groups (pre-key) Monthly. • Responsible for order of Department Supplies. • Update and verify all the Upsells for all the agents. • Update Commission Monthly. • Agents Monthly Incentives. • Proactively and effectively assisted guests with complaints. • Ran various reports Check Non-Zero Reports/VIP reports. • Other duties as assigned. EDUCATION AND EXPERIENCE • High school diploma or GED required. • Good communication skills, ability to perform in a fast-paced environment. • Preferred hospitality experience or minimum 6 months customer service experience. • Ability to operate the following equipment: computer, 10 key adding machine, electronic key machine, phones, credit card swiper, printer, fax machine, copier machine, and other common office equipment. • Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience. • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts. • Must be flexible with available shifts.