Front Desk Supervisor

Join Our Team! 

We are a fast-growing hospitality management company dedicated to creating memorable experiences for our associates, guests, owners, and communities. At the heart of everything we do is care, we care for people so they can be their best.

As a Front Desk Supervisor, you will lead the front desk team in delivering exceptional guest service while ensuring smooth daily operations. You will supervise front desk associates, support the Front Office Manager, and serve as a point of escalation for guest concerns. This role is critical in maintaining service standards, operational accuracy, and a welcoming guest experience.

• Oversee guest check-ins and check-outs to ensure efficiency, accuracy, and exceptional service.
• Act as the primary point of contact for escalated guest issues, resolving concerns promptly and professionally.
• Ensure guests receive accurate information regarding hotel services, amenities, policies, and local attractions.
• Monitor guest feedback and reviews, addressing service gaps and recognizing excellent performance.
• Ensure VIP, group, and special requests are properly coordinated and executed.

• Supervise, guide, and support Front Desk Agents during shifts to maintain high service standards.
• Assist with training new hires and ongoing coaching of front desk associates.
• Assign daily tasks, monitor shift coverage, and ensure proper handovers between shifts.
• Lead by example, promoting professionalism, teamwork, and a guest-first culture.
• Communicate expectations clearly and address performance issues in a constructive manner.

• Oversee reservation management, room assignments, and rate accuracy.
• Ensure proper cash handling, credit card processing, and end-of-shift balancing in compliance with hotel policies.
• Review daily reports, logs, and front desk documentation for accuracy and completion.
• Assist with night audit preparation and follow-up on discrepancies as needed.

• Ensure adherence to all hotel policies, procedures, brand standards, and safety protocols.
• Enforce security procedures related to guest privacy, key control, and emergency response.
• Maintain compliance with cash handling, data protection, and fraud prevention standards.

• Serve as a liaison between the front desk and other departments (Housekeeping, Maintenance, Sales, Management).
• Maintain clear and accurate communication through logbooks, emails, and shift reports.
• Escalate operational or guest-related concerns to management when appropriate.

• Previous hotel front desk experience is required; supervisory experience is preferred.
• High school diploma or equivalent is required.
• Strong working knowledge of PMS systems and hotel front office procedures.
• Proficiency in English (spoken, read, and written) is essential.
• Flexibility to work varying shifts, including weekends and holidays.
• Ability to multitask, prioritize, and make sound decisions in a fast-paced environment.

• Ability to lift, push, and pull moderate weights (minimum of 20 lbs).

• Must be able to stand, walk, bend, and move throughout the entire shift.

• Ability to clearly communicate information verbally and in writing.

• Capability to make quick, accurate decisions under pressure.

• Strong listening skills to understand and effectively address guest and team concerns.

Equal Opportunity Employer (M/F/D/V)