Front Desk Supervisor - Aloft Raleigh | Raleigh, NC

TBC Hotels•Raleigh, NC

About The Position

Located on Hillsborough Street directly across from North Carolina State University’s iconic Memorial Bell Tower, the Aloft Raleigh captures the energy, vibrancy, and spirit of the city it calls home. With its bold design, modern guest rooms, and lively WXYZ Bar, the Aloft Raleigh offers an experience that is anything but ordinary. Consistently ranked among the top 5% of Aloft Hotels worldwide for guest satisfaction, our 135-room hotel sits just minutes from Downtown Raleigh, Raleigh-Durham International Airport, and the city’s most exciting destinations. We are currently seeking a Front Desk Supervisor who will oversee and help coordinate the daily operations of the front desk team. The ideal candidate will ensure exceptional customer service, maintain efficient front desk procedures, and support team members in delivering a seamless guest experience.

Requirements

Proven experience as a Front Desk Supervisor or similar supervisory role in the hospitality industry.
Strong knowledge of front desk operations and customer service principles.
Proficiency in hotel management software and Microsoft Office Suite.
Excellent leadership and organizational skills.
Strong communication and interpersonal abilities.
Detail-oriented with an ability to work under pressure and handle multiple tasks effectively.
Hold a High School Diploma or G.E.D.
Have one to three years of previous working experience as a Front Desk Agent or Guest Services Representative required.
Have one to three years of Supervisory or Management Experience preferred to include but not limited to: experience managing a team, delegating tasks, providing leadership, and handling personnel issues.

Nice To Haves

Holding a Hospitality Management Degree is preferred.

Responsibilities

Supervise and mentor the front desk team, setting clear objectives, managing performance, and providing ongoing training.
Create and manage weekly schedules that balance business needs, employee availability, fairness, and labor standards.
Greet guests upon arrival and ensure a smooth check-in process.
Handle guest inquiries, requests, and complaints promptly and professionally.
Provide information about hotel facilities, services, and local attractions.
Oversee daily front desk operations, ensuring efficient check-in and check-out processes and adherence to company standards.
Maintain strong relationships with guests, addressing inquiries and resolving issues in a timely and professional manner.
Prepare, analyze, and report on key front desk metrics, identifying opportunities for improvement.
Handle special requests and VIP accommodations with attention to detail and discretion.
Develop, implement, and maintain systems, procedures, and policies to ensure a seamless guest experience.
Assist with internal and external audits, ensuring all front desk practices comply with company policies and regulations.
Address and resolve escalated issues from both guests and internal departments.