Front Desk Supervisor

Established in 2002 by Founder and CEO Sam Nazarian, sbe is a privately held, leading lifestyle hospitality company that develops, manages and operates world-class hotels, restaurants, lounges and nightclubs. Through exclusive partnerships with cultural visionaries, sbe is devoted to creating extraordinary experiences throughout its proprietary brands with a commitment to authenticity, sophistication, mastery and innovation. Over the last decade, sbe has mastered the art of creating desirable destinations; the lifestyle platform included over 100 hotels and 150 restaurants and lounges. In 2020, Nazarian sold the remaining 50% stake of sbe’s hotel platform to Accor Hotels. The $850 million cash and asset swap deal was groundbreaking for the lifestyle hotel category.

For nearly 20 years, SLS, born from Nazarian’s vision, has led the luxury lifestyle hospitality experience, re-defining new levels of service, re-imagining the hotel restaurant and dining offer, dreaming up the most captivating spaces and delivering all with a mischievous charm uniquely its own. In doing so, SLS re-shaped expectations of luxury. With an ambitious spirit, sbe grew their empire by acquiring Morgans Hotel Group, adding iconic brands like Delano and Mondrian to the company’s portfolio. Since its acquisition, Nazarian’s passion for creating extraordinary experiences grew. Today, sbe is poised to take their special brand of lifestyle to the next level with a new concept, HQ.

sbe recently announced an exclusive partnership with iconic singer, songwriter, actor and entrepreneur Marc Anthony and his company Magnus as new equity partners in sbe. This powerhouse partnership between longtime friends and titans of industry, Sam Nazarian and Marc Anthony, represents a major milestone in the continued growth and evolution of the leading luxury and lifestyle brand. sbe’s new multi-vertical business strategy will focus on growing the brand among Latin American audiences. This partnership with Marc Anthony will not only strengthen but also solidify sbe’s position as the leading luxury and lifestyle hospitality platform in the world, amplifying its well-established restaurant and entertainment portfolio, Disruptive Restaurant Group, and the largest premium QSR brand and digital food company, C3.

HQ joined Wyndham’s Registry Collection Hotels brand, tapping into the scale, resources and reach of the world’s largest hotel franchisor.

With the magic scaled to multiple hotels & residences and further in development, the dream is expanding and evolving, reinterpreted through the creative visions of a diverse ensemble of leading designers, architects and chefs.

Job Title: Front Desk Supervisor

Department: Operations
Reports To: General Manager
Location: New Orleans, Louisiana
Employment Type: Full-Time

Job Summary

The Front Desk Supervisor oversees daily front desk operations and ensures exceptional guest service standards are consistently delivered. This role supports and supervises Front Desk Agents, manages shift operations, resolves escalated guest concerns, and ensures front office procedures are followed accurately. The Front Desk Supervisor serves as a key liaison between guests, front desk staff, and other hotel departments to ensure smooth operations and a positive guest experience.

Key Responsibilities

Front Desk Operations

• Supervise daily front desk operations and ensure smooth check-in and check-out processes
• Monitor front desk workflow and provide guidance to agents during shifts
• Ensure guest service standards and brand hospitality expectations are consistently met
• Assist with guest check-ins, check-outs, reservations, and payment processing as needed
• Maintain accurate guest records and ensure proper use of property management systems (PMS)
• Ensure the front desk area remains clean, organized, and professional at all times

Team Leadership & Staff Supervision

• Supervise, coach, and support Front Desk Agents during assigned shifts
• Assist with scheduling, shift assignments, and coverage for front desk staff
• Train new front desk employees on procedures, systems, and service standards
• Monitor employee performance and provide feedback to management
• Support management with disciplinary actions or performance improvement when necessary

Guest Experience & Issue Resolution

• Address and resolve escalated guest complaints or service concerns promptly and professionally
• Ensure guest requests and special accommodations are communicated effectively to relevant departments
• Act as the primary point of contact for complex guest service issues during shifts
• Maintain a welcoming and professional environment for guests and visitors

Administrative & Operational Duties

• Oversee front desk cash handling procedures, daily reports, and financial transactions
• Review reservations, arrivals, departures, and occupancy reports to ensure operational readiness
• Ensure compliance with company policies, safety procedures, and confidentiality standards
• Communicate important updates between management and front desk staff
• Coordinate with housekeeping, maintenance, and other departments to ensure efficient operations

Qualifications & Experience

• High school diploma or equivalent required; associate’s or bachelor’s degree in hospitality or related field preferred
• 2+ years of front desk or hospitality experience required
• Previous supervisory or leadership experience preferred
• Experience with hotel property management systems (PMS) preferred
• Strong understanding of hotel front office operations and guest service standards

Skills & Competencies

• Strong leadership and team management abilities
• Excellent customer service and conflict resolution skills
• Strong verbal and written communication skills
• Ability to remain calm and make sound decisions in high-pressure situations
• Proficiency with computer systems, reservations software, POS systems, and MS Office
• Strong organizational and multitasking skills
• Attention to detail and ability to maintain accurate records
• Ability to motivate and support team members in a fast-paced environment

Work Environment & Schedule

• May require standing for extended periods
• Shift work may include evenings, weekends, and holidays
• Hospitality environment requiring frequent guest interaction
• May require working varied shifts to support front desk operations

Affirmative Action / EEO Statement

We are an equal-opportunity employer who is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We believe in, embrace, and abide by the spirit, as well as, to the letter of all applicable laws and regulations.

Our policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, internships, and apprenticeship. Our hiring decisions are based solely on qualifications, merit, and business needs at the time.