The Front Desk Supervisor is responsible for overseeing all front desk operations to ensure exceptional guest service and efficient hotel operations. This role supports the Front Office Manager in training staff, resolving guest issues, and maintaining smooth check-in/check-out procedures. The Supervisor also ensures that all front desk staff follow hotel policies and uphold the brand standards. Additionally, this role provides sales support for SOMA Hotel & Restaurant during non-peak front desk periods, assisting with lead generation, client outreach, and revenue optimization initiatives Front Desk Supervisor Duties: Supervise and support daily front desk operations. Ensure guest satisfaction by handling complaints, requests, and feedback promptly and professionally. Lead by example and support team members in delivering excellent customer service. Train new front desk associates and provide ongoing coaching and support. Monitor performance, attendance, grooming, and adherence to SOPs by front desk agents. Ensure smooth check-in/check-out processes and accurate guest billing. Communicate effectively with housekeeping, maintenance, and other departments to coordinate room readiness and resolve guest concerns. Handle overbookings, walk-ins, and special guest requests. Assist in shift scheduling, report generation, and inventory of front office supplies. Maintain a clean, organized, and welcoming front desk area. Act as the officer-in-charge in the absence of the Front Office Manager. All other relevant duties assigned Sales Support Duties Identify and pursue sales opportunities for hotel rooms, restaurant bookings, and catering services during downtime. Conduct outbound sales calls to corporate clients, travel agents, and event planners. Respond to sales inquiries via phone, email, and in-person visits. Maintain and update customer database with lead information and follow-up activities. Coordinate with restaurant management for private dining and catering sales opportunities. Assist in preparing sales proposals, contracts, and rate quotations. Build relationships with local businesses, travel agencies, and event coordinators. Track sales metrics and report on lead conversion and revenue generation. Support marketing initiatives and promotional campaigns. Conduct site tours for potential corporate clients and event planners Requirements High school diploma or equivalent; a degree or diploma in Hospitality Management is a plus Sales experience in hospitality or related industry preferred. Basic understanding of revenue management and pricing strategies. Proficiency in CRM software and sales tracking tools. Proven experience as a front desk agent or receptionist in a hotel environment preferred. Prior supervisory or team lead experience is preferred. Excellent communication and interpersonal skills. Strong problem-solving and conflict resolution abilities. Proficiency in hotel management software (e.g., OPERA, Cloudbeds, RoomRaccoon, etc.) preferred. Knowledge of guest service principles and hotel operations. Flexible to work shifts, weekends, and holidays.