Front Desk Supervisor

Compensation Type

Highgate Hotels

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu. Highgate also has an expanding presence in key European markets through properties in London, Paris, Barcelona, Vienna and Prague. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $10B and generates over $2B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location

Located on the seam of Belltown and the retail core, the 97-room Kimpton Palladian Hotel is within walking distance of landmarks like Pike Place Market, the waterfront, and Seattle’s best new restaurants, live music venues, cafés, and boutiques. When you’re not exploring, your home base is a 1910 landmark reinvented in a masculine-chic style with luxe amenities, edgy design elements, and contemporary furnishings that reflect Belltown’s hip heritage. You’ll also find a heralded seafood restaurant in Shaker + Spear, a speakeasy-style social lounge called Pennyroyal, and a lobby you won’t soon forget. The Palladian beckons today’s tech titans and tastemakers.

Overview

The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

Guest Experience

• Lead by example in providing exceptional, personalized guest service.
• Welcome and recognize VIP, repeat, and loyalty program guests.
• Resolve guest concerns, complaints, and service recovery situations promptly and professionally.
• Ensure all guest interactions reflect hotel and brand service standards.
• Anticipate guest needs and create memorable experiences.

Front Office Operations

• Oversee daily front desk activities including check-in, check-out, room assignments, and guest requests.
• Ensure accuracy of reservations, room status updates, billing, and folios.
• Monitor guest arrival and departure reports.
• Assist with room inventory management and room assignment strategies.
• Maintain strong communication with Housekeeping, Engineering, Food & Beverage, and Sales teams.

Leadership & Team Development

• Provide daily guidance and support to Front Desk Agents.
• Assist with onboarding and training new team members.
• Conduct coaching conversations and recommend corrective action when necessary.
• Promote teamwork, accountability, and a positive work environment.
• Lead by example in professionalism, appearance, and service standards.

Financial Responsibilities

• Ensure accurate credit card processing.
• Monitor and resolve billing discrepancies.
• Support upselling initiatives and revenue-generating opportunities.
• Assist in monitoring departmental expenses and operating efficiencies.

Administrative Duties

• Complete shift reports and pass-on communication accurately.
• Ensure compliance with hotel policies, procedures, and safety standards.
• Maintain confidentiality of guest and employee information.
• Support the Director of Rooms and Front Office Manager with operational projects as needed.

Qualifications

Required

• Minimum 1 year of leadership, supervisory, or lead agent experience.
• Strong guest service and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Ability to multitask and remain calm in a fast-paced environment.
• Flexible schedule, including evenings, weekends, and holidays.

Preferred

• Experience with OPERA PMS.
• Experience with ALICE/Actabl and Medallia.
• Knowledge of IHG One Rewards program.
• Previous luxury, lifestyle, or boutique hotel experience.

Physical Requirements

• Stand and walk for extended periods.
• Occasionally lift up to 25 pounds.
• Ability to work at a computer and operate standard office equipment.
• Ability to respond quickly to guest and operational needs throughout the hotel.

Success Factors

A successful Front Desk Supervisor:

• Leads with a guest-first mindset.
• Coaches and develops team members.
• Demonstrates strong problem-solving abilities.
• Maintains professionalism under pressure.
• Builds positive relationships with guests and colleagues.
• Consistently delivers operational excellence while creating memorable guest experiences.

Benefits 

• In addition to travel discounts at our hotels, Highgate offers competitive benefits, including three pricing tiers of medical coverage, as well as Dental and Vision benefits to eligible full-time associates. Paid time off plans may also be available to associates who qualify. The Retirement 401(k) Program is open to both full-time and part-time associates who qualify.

Applications will be accepted between 08/26/2026 - 9/2/2026