Front Desk Supervisor

We are seeking an enthusiastic, hospitality-driven professional to supervise our Front Office team and ensure smooth, efficient operations that deliver exceptional guest experiences. The ideal candidate is an effective communicator with strong leadership, service excellence, and problem-solving skills, dedicated to achieving high guest satisfaction and team performance. Union Environment

We are a drug-free workplace. We participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

Key Responsibilities

• Supervise daily front office operations to ensure efficient, seamless service.
• Oversee guest check-ins and check-outs, ensuring accuracy and professionalism.
• Monitor and manage reservation systems to maintain precise and timely bookings.
• Respond promptly to guest surveys, feedback, and assistance cases — exceeding expectations.
• Maintain guest satisfaction scores above brand and system averages.
• Handle guest inquiries, requests, and complaints with empathy and professionalism.
• Coordinate with housekeeping, maintenance, and other departments to fulfill guest needs.
• Train, mentor, and motivate front desk staff on procedures and customer service standards.
• Manage gift shop operations, including inventory control, cash handling, and reporting.
• Ensure a clean, organized, and welcoming front office environment.
• Perform additional duties as assigned by the department manager or General Manager.

Administrative Responsibilities

• Prepare daily operational reports and shift summaries.
• Monitor cash handling, billing accuracy, and audit procedures.
• Ensure compliance with hotel safety, security, and emergency procedures.
• Assist with payroll verification, attendance tracking, and staffing reports.
• Support revenue management and upselling initiatives.

Qualifications & Requirements

• Minimum 2 years of prior hotel front desk or guest services experience required.
• Supervisory or leadership experience preferred.
• OPERA PMS experience strongly preferred.
• Proficiency in Microsoft Office Suite required.
• Multilingual communication skills are a plus.
• Familiarity with night audit procedures is advantageous.
• Strong ability to multitask and thrive in a fast-paced environment.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Demonstrated ability to motivate and manage a team with positivity and professionalism.
• Must have schedule flexibility — including nights, weekends, and holidays.
• Attendance at all scheduled meetings and training sessions is required.

Skills and Competencies

• Leadership and team supervision
• Guest relations and service recovery
• Strong problem-solving and decision-making ability
• Cash handling and audit controls
• Hotel operations knowledge
• Effective verbal and written communication
• Professional demeanor under pressure.

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.