Front Desk Supervisor

As a Front Desk Supervisor, you will support the daily operations of the front desk by providing exceptional service to guests, assisting with check-in and check-out procedures, and helping resolve routine issues. In this role, you will serve as a go-to resource for front desk team members during your shift, ensuring that brand standards and guest service expectations are consistently met. This position does come with SOME managerial responsibilities BUT, you will set the tone for service excellence and help reinforce a welcoming environment for all guests. You will be living out our company purpose of “hospitality from our family to yours."

Job Responsibilities:

• Provide a warm and professional welcome to all guests upon arrival and throughout their stay.
• Assist with guest check-ins and check-outs using the property management system in accordance with brand standards.
• Respond to guest inquiries, requests, and concerns in a timely, courteous, and effective manner.
• Monitor lobby and front desk area to ensure cleanliness, organization, and a professional atmosphere.
• Support front desk associates by answering questions, providing guidance, and helping resolve minor service issues.
• Communicate effectively with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Follow established procedures for handling room moves, special requests, and service recovery situations.
• Maintain accurate records of guest information, payment methods, and room charges.
• Ensure key security, privacy standards, and guest confidentiality protocols are followed at all times.
• Process reservations, cancellations, and modifications as needed.
• Handle cash, credit card transactions, and shift reports according to hotel cash handling policies.
• Restock and maintain front desk supplies and printed materials.
• Follow hotel policies for lost and found, emergency procedures, and safety protocols.
• Greet each guest you encounter during your shift with a friendly smile and helpful attitude.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demand.
  
  

Job Qualifications:

• 1-2 years of experience in hotel front desk or guest service roles in a hotel setting is required.
• Opera and IHG experience is a plus! Prior experience in a lead or support roles at other hotel brands at the front desk is also a plus.
• Willing to work any shift and have open availability
• Someone that has the mind set to set the tone and be the lead of the Front Office team
• Strong verbal and written communication skills to interact effectively with guests, coworkers, and other departments.
• Proficient in basic computer and keyboard functions; experience with property management systemspreferred.
• Strong problem-solving skills and the ability to work independently with minimal supervision.
• Must be able to work a flexible schedule, including nights, weekends, and holidays.
• High attention to detail and commitment to following procedures and standards.

Physical Demands:

• Must be able to lift, push, pull, or carry up to 50 pounds.
• Requires frequent and prolonged periods of standing, walking, bending, reaching, and stretching throughout the shift. 
• Manual dexterity required to operate phones, computers, tablets, and other standard office equipment.
• Must be able to work in a fast-paced environment, handling multiple tasks and guest interactions simultaneously.
• Abilityto remain calm and focused while working under pressure or during high-stress situations.
  
  As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer matchExclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discounts