Front Desk Supervisor

We are seeking a professional and customer-focused Front Desk Supervisor to oversee daily front desk operations in a full-service hotel environment and ensure exceptional guest service. The ideal candidate will lead the front desk team, handle guest concerns efficiently, and coordinate closely with housekeeping, maintenance, food & beverage, and other departments to deliver seamless service and maintain high service standards in alignment with hotel policies.

We are a drug-free workplace and 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

Guest Service & Operations

• Supervise daily front desk activities including check-in, check-out, room assignments, and guest inquiries
• Ensure all guests receive prompt, professional, and personalized service
• Resolve guest concerns and service recovery situations efficiently and courteously
• Monitor lobby activity to maintain a welcoming and organized environment
• Assist VIP guests and handle special requests

Team Leadership

• Lead, coach, and motivate front desk associates to meet service standards
• Train new employees on policies, procedures, and brand standards
• Conduct daily briefings and communicate operational updates
• Support performance evaluations and provide constructive feedback

Administrative & Financial Duties

• Monitor reservations, group arrivals, and room inventory
• Ensure accuracy in billing, cashiering, and end-of-shift reports
• Assist with night audit processes as needed
• Maintain compliance with company policies, safety standards, and brand requirements

Interdepartmental Coordination

• Communicate regularly with housekeeping regarding room status
• Coordinate with maintenance for guest room issues
• Work closely with Sales and Events for group check-ins and special accommodations
• Support Food & Beverage operations during high-occupancy periods

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Qualifications

• Minimum 3 years of hotel front desk experience in a full-service property
• Previous supervisory or leadership experience preferred
• Proficiency in hotel management systems (e.g., Opera, PMS systems)
• Strong problem-solving and conflict-resolution skills
• Strong leadership, communication, and problem-solving skills
• Ability to work flexible hours, including nights, weekends, and holidays

Skills & Competencies

• Strong guest service orientation
• Leadership and team-building abilities
• Strong organizational and multitasking skills
• Customer-service oriented mindset
• Conflict resolution and decision-making skills
• Professional appearance and demeanor
• Ability to perform well in a fast-paced environment
• Ability to handle multi-line phone systems confidently and professionally

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.