Supervisor-Front Desk

POSITION SUMMARY

The Front Desk Shift Leader is responsible for leading the Front Desk operations during the assigned shift while remaining hands-on and actively performing reception duties. The role combines team coordination with direct guest service, ensuring smooth operations and an exceptional guest experience in line with W Hotels and Marriott standards.

Welcome guests and handle check-in and check-out procedures, reservations, room assignments, payments, and guest requests. Address guest concerns and complaints, ensuring prompt and professional resolution. Lead and support the Front Desk team during the shift, delegate tasks, monitor service standards, and act as the main point of contact for operational matters. Coordinate with Housekeeping and other hotel departments to ensure room readiness and seamless guest service. Ensure proper shift handovers and accurate communication of outstanding matters. Maintain accurate cash handling and billing procedures, follow hotel policies and brand standards, and support the training and development of Front Desk colleagues. Perform additional duties as assigned by the Front Office management team.

REQUIRED QUALIFICATIONS

• At least 2 years of experience in Front Desk operations within a hotel environment. Previous experience in an upscale or luxury hotel is an advantage
• Leadership Experience: Previous experience as a Shift Leader, Senior Receptionist, or in a role involving team coordination and shift supervision is preferred.
• Familiarity with hotel Property Management Systems (PMS). Experience with OPERA is an advantage. Good computer skills and the ability to handle payment and billing procedures accurately.
• Excellent Hebrew and very good English, both spoken and written. Additional languages are an advantage.
• Strong guest service mindset, excellent communication and interpersonal skills, and the ability to handle guest requests, complaints, and challenging situations professionally.
• Hands-on approach, strong problem-solving and decision-making skills, attention to detail, ability to multitask and work effectively under pressure, and flexibility to work shifts, including evenings, weekends, and holidays.
• High school diploma or equivalent.

KEY RESPONSIBILITIES

• Lead and oversee the Front Desk operations during the assigned shift, ensuring smooth, efficient, and professional service at all times.
• Actively perform Front Desk duties, including welcoming guests, handling check-in and check-out, managing reservations, room assignments, guest accounts, payments, and responding to guest inquiries.
• Take ownership of guest requests, complaints, and service recovery, ensuring timely and effective resolution while maintaining high guest satisfaction.
• Coordinate and supervise the Front Desk team during the shift, delegate tasks, provide guidance, and ensure that daily operational priorities are met.
• Serve as the main point of contact for Front Desk colleagues during the shift and escalate operational or guest-related issues to the Front Office management team when required.
• Monitor room availability and coordinate with Housekeeping to ensure room readiness, timely room allocation, and smooth guest arrivals.
• Maintain effective communication and coordination with all hotel departments to ensure a seamless guest experience.
• Conduct proper shift handovers, review and update shift logs, and ensure that all outstanding guest requests and operational matters are followed up.
• Ensure accurate handling of cash, credit card transactions, deposits, and guest billing, including balancing the shift bank in accordance with hotel procedures.
• Ensure compliance with hotel policies, Marriott standards, W brand service expectations, safety procedures, and grooming standards.
• Support the training and onboarding of new Front Desk colleagues, provide on-the-job coaching, and promote teamwork and a positive working environment.
• Identify operational challenges and take initiative to improve service delivery and Front Desk efficiency.
• Report maintenance issues, guest incidents, safety concerns, and any unusual occurrences to the relevant departments or management.
• Perform other reasonable duties as assigned by the Front Office management team.