Torchora
Back to Home

Key Responsibilities and Required Skills for Greeting Supervisor

💰 $45,000 - $65,000

HospitalityCustomer ServiceManagementRetail

🎯 Role Definition

The Greeting Supervisor is a pivotal leadership role responsible for orchestrating a flawless first and last impression for all guests and visitors. This individual leads, mentors, and manages the team of greeters, hosts, or front-of-house ambassadors, ensuring that every interaction is warm, professional, and exceeds expectations. More than just a manager, the Greeting Supervisor is the primary custodian of the welcome experience, setting the tone for the entire guest journey. They are experts in de-escalation, proactive problem-solving, and maintaining impeccable service standards, directly contributing to guest satisfaction, loyalty, and the overall brand reputation of the establishment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Lead Greeter / Senior Host
  • Experienced Front Desk Agent
  • Guest Services Coordinator

Advancement To:

  • Guest Services Manager
  • Front Office Manager
  • Assistant Operations Manager

Lateral Moves:

  • Event Coordinator
  • VIP Services Coordinator
  • Assistant Housekeeping Manager

Core Responsibilities

Primary Functions

  • Oversee and direct the daily activities of the greeting team to ensure seamless and efficient front-of-house operations.
  • Develop, implement, and manage staff schedules, including shift assignments, break rotations, and vacation requests, to ensure adequate coverage during all operational hours.
  • Provide comprehensive training to new and existing team members on company service standards, brand ethos, communication protocols, and emergency procedures.
  • Act as the first point of escalation for complex guest inquiries, concerns, and complaints, resolving issues with diplomacy and efficiency to ensure guest satisfaction.
  • Conduct regular performance evaluations, one-on-one coaching sessions, and formal reviews to foster professional development and maintain high team morale.
  • Proactively monitor guest flow and lobby traffic, making real-time staffing adjustments to minimize wait times and prevent congestion.
  • Uphold and enforce impeccable standards for the presentation and cleanliness of the lobby, entrance, and all guest-facing reception areas.
  • Serve as the designated "Manager on Duty" on a rotational basis, taking responsibility for the overall guest experience and operational smoothness of the entire property during the shift.
  • Personally manage the arrival and departure experience for VIPs, high-profile guests, and large groups, ensuring all special arrangements are flawlessly executed.
  • Lead daily pre-shift huddles to communicate key information, daily goals, VIP arrivals, and specific events to the team.
  • Develop and maintain a comprehensive knowledge base of the facility, local attractions, and services to empower the team to act as expert concierges.
  • Actively gather guest feedback through direct interaction and observation, and report trends to upper management for service improvement.
  • Ensure the team consistently adheres to all company policies, including uniform, grooming, and professional conduct standards.
  • Authorize and manage guest service recovery efforts, empowering the team with the tools and autonomy to resolve issues on the spot.

Secondary Functions

  • Assist the Guest Services Manager in developing and managing the departmental budget, with a focus on labor costs and operational supplies.
  • Collaborate with other departments, such as Security, Housekeeping, and Sales, to ensure a cohesive and unified approach to the guest experience.
  • Compile and analyze daily, weekly, and monthly reports on team performance, guest feedback scores, and key operational metrics.
  • Participate in the recruitment and hiring process for new greeting team members, including screening resumes and conducting initial interviews.
  • Manage inventory and ordering of essential front-of-house supplies, such as maps, brochures, office materials, and guest amenities.
  • Identify opportunities for process improvement and propose new initiatives to enhance the efficiency and quality of the welcome experience.
  • Stay current with industry trends and best practices in guest services and hospitality to bring fresh ideas to the team.

Required Skills & Competencies

Hard Skills (Technical)

  • Property Management Systems (PMS): Proficiency with systems like Opera, Fidelio, or equivalent hotel/facility management software.
  • Scheduling Software: Experience using platforms like When I Work, Deputy, or Kronos for creating and managing team schedules.
  • Microsoft Office Suite: Competency in Word, Excel, and Outlook for reporting, communication, and data management.
  • Point of Sale (POS) Systems: Familiarity with transaction processing and cash handling procedures.
  • CRM Software: Basic understanding of Customer Relationship Management systems for tracking guest preferences and interactions.
  • Two-Way Radio Communication: Clear and professional use of radio equipment for inter-departmental coordination.

Soft Skills

  • Exceptional Leadership & Mentorship: The ability to inspire, motivate, and develop a team to perform at their best.
  • Conflict Resolution & De-escalation: A calm and poised demeanor with the ability to tactfully handle tense situations and dissatisfied guests.
  • Impeccable Interpersonal Communication: The skill to communicate with clarity, warmth, and professionalism to both guests and team members.
  • Proactive Problem-Solving: An aptitude for anticipating potential issues and developing solutions before they impact the guest experience.
  • Grace Under Pressure: The ability to multitask and maintain a high level of service in a fast-paced, high-stress environment.
  • Meticulous Attention to Detail: A sharp eye for detail, from the cleanliness of the lobby to the specifics of a VIP's request.
  • Adaptability: The flexibility to respond to changing priorities and unexpected situations with a positive and effective approach.
  • Emotional Intelligence: Strong self-awareness and empathy to understand and manage the needs and emotions of both guests and staff.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent (GED).

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Hospitality Management
  • Business Administration
  • Communications

Experience Requirements

Typical Experience Range: 3-5 years of experience in a customer-facing role within the hospitality, luxury retail, or corporate services industry.

Preferred: At least 1-2 years of direct supervisory or team lead experience is highly preferred. Proven track record of leading a team and handling escalated guest service issues.

Explore More Careers