Front Desk Supervisor

Job Description

Job Description

Benefits:

• Referral Bonus Program
• Life Insurance
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discounts
• Health insurance
• Paid time off

Overview: 
The Front Desk Supervisor is responsible for leading front desk operations to deliver a seamless, welcoming, and efficient guest experience. This role oversees daily front office activities, team development, guest satisfaction, and coordination with housekeeping and other departments, while upholding brand standards and hotel operational goals.

Schedule:

• Afternoon Shift, 3pm-11pm
• Holidays as needed
• Overtime as needed
• Weekend availability
• Overnight availability (on an as-needed basis) is a plus but not required, 11pm-7am

Primary Duties and Responsibilities:

• Create a warm, personalized, and consistent guest experience aligned with brand standards.
• Resolve guest concerns and oversee service recovery efforts.
• Ensure recognition of VIPs, long-stay guests, and rewards members.
• Monitor guest feedback and implement action plans for improvement.
• Manage daily front office operations including check-in, check-out, billing, and cash handling.
• Ensure accuracy of guest folios, reports, and system data.
• Coordinate room assignments and communicate effectively with housekeeping.
• Maintain compliance with safety, security, and operating procedures.
• Train, schedule, and coach front desk team members.
• Lead by example and foster a positive team environment.
• Assist with performance evaluations and corrective actions as needed.
• Support upselling initiatives and revenue management strategies.
• Manage labor scheduling to align with forecasted occupancy.
• Assist with budgeting and cost control initiatives.
• Ensure correct use of hotel systems including PMS, Merlin, and Concerto.
• Support brand audits, quality reviews, and compliance inspections. 
• Other duties as assigned.

Qualifications and Requirements:

• 2–3 years of front desk supervisory or hotel leadership experience preferred.
• Strong guest service and leadership skills.
• Proficiency with Microsoft Office.
• Ability to stand and move throughout the shift.
• Lift up to 25 lbs occasionally.
• Handle a fast-paced, guest-focused environment.