Front Desk Supervisor

Front Desk Supervisor

We are seeking a dynamic and service-driven full time Front Desk Supervisor to lead our front office team at a TownePlace Suites hotel operated by StepStone Hospitality. This role is responsible for delivering exceptional guest experiences, supporting daily front desk operations, and mentoring team members to embody Renaissance brand standards while aligning with StepStone's commitment to operational excellence.

Key Responsibilities:

• Supervise and support front desk associates during all shifts to ensure smooth operations
• Deliver and model exceptional guest service, creating memorable and personalized experiences
• Handle guest inquiries, concerns, and escalations promptly and professionally
• Assist with scheduling, training, and coaching of front desk team members
• Ensure compliance with Renaissance brand standards, StepStone Hospitality policies, and franchise guidelines
• Monitor room inventory, reservations, and guest arrivals/departures to optimize occupancy and service flow
• Conduct shift briefings and communicate important updates to the team
• Collaborate with housekeeping, maintenance, and other departments to ensure guest satisfaction
• Assist in managing billing, cash handling, and daily reporting procedures
• Support performance management initiatives, including feedback and evaluations

Qualifications:

• 2+ years of front desk or guest services experience in a hotel environment preferred
• Previous supervisory or leadership experience preferred
• Strong knowledge of hotel property management systems (e.g., Opera or similar)
• Excellent communication, problem-solving, and interpersonal skills
• Ability to remain calm and professional in high-pressure situations
• Flexible schedule, including evenings, weekends, and holidays
• High school diploma or equivalent required; hospitality degree preferred

Benefits & Perks:

• Health, dental, and vision insurance options
• Paid time off (vacation, sick time, and holidays)
• 401(k) with company match (where applicable)
• Hotel discounts through Marriott's global travel program
• Employee rates at StepStone Hospitality-managed properties
• Opportunities for career advancement and professional development

Requirements:

• Must have comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
• Ability to assist with the design and preparation of statistical reports and presentations as needed.
• Ability to accurately report information.
• Ability to assist with various office tasks as needed.
• Ability to scrupulously follow all StepStone and hotel policies and procedures.
• Attend required meetings.
• We are an Equal Opportunity Employer.