Front Desk Supervisor

Job Description

Job Description

Job Title: Front Desk Supervisor

Location: Hilton East Brunswick Hotel & Executive Meeting Center

Department: Front Office

Reports To: Director, Front Office

FLSA Status: Non-Exempt

Company: Rebel Hotel Company

About Rebel Hotel Company:

Rebel Hotel Company is one of the fastest-growing third-party hotel management companies in the United States, recognized for delivering bold results, operational excellence, and distinctive guest experiences. We operate a diverse portfolio of full-service, lifestyle, and branded hotels across major metropolitan and resort markets. We are building a culture of leadership, innovation, and accountability—and we’re just getting started.

Position Summary: 

We are seeking a professional, energetic, and guest-focused Front Desk Supervisor to join our hotel team in East Brunswick, NJ.

The Front Desk Supervisor is responsible for supporting the daily operation of the Front Office while providing leadership, guidance, and support to Front Desk Associates. This position plays an important role in ensuring exceptional guest service, maintaining operational standards, and creating a positive experience for both guests and employees.

The ideal candidate is a hands-on hospitality professional who leads by example, remains composed in a fast-paced environment, and has the ability to effectively resolve guest concerns while supporting the hotel's operational and service goals.

Pay rate range: $19 - $20.16 per hour - Full time

Key Responsibilities

• Supervise and support the daily operations of the Front Desk.
• Lead by example and consistently demonstrate exceptional guest service.
• Supervise, coach, train, and motivate Front Desk Associates.
• Ensure Front Desk Associates follow hotel policies, procedures, and service standards.
• Assist with preparing and maintaining the Front Desk schedule to ensure appropriate coverage based on business levels.
• Monitor daily arrivals, departures, room availability, VIPs, special requests, and group arrivals.
• Assist with check-in and check-out procedures and ensure accurate guest registration.
• Respond to guest questions, requests, concerns, and complaints in a professional and timely manner.
• Handle service recovery situations and escalate issues to management when appropriate.
• Coordinate closely with Housekeeping to ensure rooms are ready for arriving guests.
• Communicate effectively with Housekeeping, Engineering, Sales, Food & Beverage, and other departments.
• Monitor cash handling, credit card transactions, billing, and Front Desk procedures for accuracy and compliance.
• Review and maintain accurate Front Office logs, reports, and shift documentation.
• Assist with training new Front Desk Associates and identifying ongoing training opportunities.
• Support employee performance management by providing appropriate coaching and feedback.
• Maintain knowledge of hotel services, amenities, room types, rates, policies, and local area information.
• Assist with maximizing room revenue through effective communication regarding availability, upgrades, and hotel offerings.
• Ensure the Front Desk and lobby areas remain clean, organized, and guest-ready.
• Serve as a manager-on-duty resource when assigned and respond appropriately to emergencies or operational issues.
• Ensure compliance with hotel policies, safety standards, and applicable laws and regulations.
• Perform other duties and responsibilities as assigned by management.

Qualifications

• High school diploma or equivalent required; hospitality education preferred.
• 2+ years of hotel front desk or guest services experience preferred.
• Previous supervisory or leadership experience in a hotel environment preferred.
• Strong knowledge of front office operations and guest service standards.
• Experience with a hotel Property Management System (PEP)experience preferred.
• Strong cash-handling and basic accounting knowledge.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to effectively handle guest complaints and difficult situations with professionalism and diplomacy.
• Strong organizational skills and attention to detail.
• Ability to multitask and remain composed in a fast-paced hotel environment.
• Ability to work independently while also functioning effectively as part of a team.
• Must be available to work a flexible schedule, including days, evenings, weekends, holidays, and overnight shifts as business needs require.

We are looking for someone who:

• Takes genuine pride in hospitality and guest service.
• Leads by example rather than simply delegating tasks.
• Holds themselves and their team accountable.
• Has a positive, professional, and approachable demeanor.
• Can confidently make decisions and resolve guest issues.
• Communicates effectively with both guests and colleagues.
• Understands that the Front Desk sets the tone for the guest experience.
• Is interested in growing within the hotel industry.

Why Join Us?

This is an opportunity to join a hospitality team where your leadership, guest service skills, and operational knowledge will make a direct impact. The Front Desk Supervisor will have opportunities to develop their leadership skills while gaining valuable experience across Front Office operations and hotel management.

Apply today if you're ready to take the next step in your hospitality career.

Pay: $19.00 - $20.16 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance