Front Desk Supervisor

Position Summary: The Front Desk Supervisor assists the Front Desk Manager in overseeing daily front office operations, ensuring a seamless guest experience from arrival to departure. This role includes supervising front desk staff, reservations, call center, bellman and valet employees, as well as handling escalated guest concerns, and ensuring compliance with hotel policies and Cayman Islands hospitality standards. The Front Desk Supervisor serves as a role model for the front office team, promoting service excellence and teamwork. Core Responsibilities: • Supervise daily front desk operations, ensuring smooth check-in/check-out procedures. • Handle escalated guest issues, complaints, and special requests with professionalism. • Ensure VIPs, long-stay, and repeat guests receive personalized service. • Promote hotel services, upgrades, and packages to maximize guest satisfaction and revenue. • Supervise, train, and schedule Front Desk Agents and Bellmen. • Conduct shift pre-shift briefings to communicate hotel updates, occupancy, and special events. • Provide ongoing coaching and feedback to staff to improve service delivery. • Assist with performance reviews and disciplinary procedures in collaboration with the Front Desk Manager. • Ensure accuracy of room assignments, billing, and reservation management. • Monitor cash handling, payment processing, and shift reports for accuracy. • Assist with night audit preparation and reporting when required. • Support compliance with hotel standards for guest records and data protection. • Follow security and emergency procedures, assisting with guest safety as needed. • Monitor grooming standards and professional conduct of the front desk team. • Follow as well as implement and review/monitor the Cash handling procedures established by the Hotel.