Front Desk Supervisor

Job Description

Job Description

Front Desk Supervisor – Orlando/Lake Buena Vista

At The Fold, we believe in travel that feels like coming home to something wonderful. The kind of stays that linger long after checkout—where joy is intentional, and every detail tells a story.

We’re looking for a heart-led Front Desk Supervisor to bring that spirit to life at our Lake Buena Vista location. As part of a dynamic hospitality destination in the heart of the Orlando area, you’ll help lead a guest services team dedicated to creating warm welcomes, seamless stays, and memorable experiences for guests from near and far.

From supporting a high-energy front desk operation to coaching an incredible team and solving challenges with confidence and care, you’ll play an important role in shaping experiences that feel thoughtful, easy, and genuinely memorable. If you’re energized by hospitality, grounded in care, and ready to make an impact, this might just be your next chapter.

Here’s What You’ll Be Up To:

• Lead and support the daily operations of the Front Desk with a guest-first mindset and a calm,solutions-focused approach.
• Create welcoming, efficient, and memorable check-in and check-out experiences for every guest.
• Help oversee a fast-paced front desk operation while ensuring service standards and operational procedures are consistently followed.
• Coach, schedule, and support Guest Service Agents while helping build a positive, collaborative, and accountable team culture.
• Train new team members on systems, processes, service standards, and operational procedures.
• Help maintain high service standards by monitoring guest feedback, resolving concerns promptly, and identifying opportunities for improvement.
• Support front office operations, including room inventory, guest communications, reporting, system management, and other administrative responsibilities.
• Serve as Manager on Duty when needed, including conducting property walks and helping ensure a safe, welcoming, and secure environment.
• Assist with inventory, supply ordering and maintaining an organized and efficient front office operation.
• Partner closely with Housekeeping, Maintenance, and other departments to ensure smooth day-to-day operations and a consistently elevated guest experience.
• Follow up on guest concerns, reviews, and feedback with professionalism, empathy, and care.
• Support and champion The Fold’s sustainability initiatives and community-minded approach to hospitality.
• Step in wherever needed with flexibility, warmth, and a team-first spirit.

You’re Great Because:

• You bring3–4 years of front desk, front office, or guest services experience within a hotel, resort, or hospitality environment.
• You have previous supervisory or team leadership experience and enjoy helping others grow and succeed.
• Experience working in a fast-paced, high-volume hospitality environment is strongly preferred.
• You’re an excellent communicator who knows how to create meaningful guest connections while supporting a strong team culture.
• You stay calm under pressure, solve problems thoughtfully, and approach challenges with professionalism and positivity.
• You’re organized, adaptable, and comfortable balancing multiple priorities in a dynamic environment.
• You have experience handling guest concerns and service recovery with confidence, empathy, and sound judgment.
• You value inclusivity, teamwork, accountability, and delivering exceptional service with heart.
• You’re comfortable using Microsoft Office and learning hospitality systems and tools.
• You’re available to work flexible schedules based on business needs, including evenings, weekends, and holidays.
• A high school diploma or GED is required; hospitality-related education is a plus.
• Bilingual communication skills are a plus.

Ready to Join The Fold?

If you’re passionate about creating joyful guest experiences, leading with kindness, and helping people feel instantly at home, we’d love to meet you.