Front Desk Supervisor

The Front Desk Supervisor oversees daily front office operations, ensuring seamless check-in/check-out experiences, exceptional guest satisfaction, and effective communication across hotel departments. Acting as a bridge between frontline agents and department leadership, this position leads by example on the desk, resolves escalated guest issues, and handles administrative and shift-reconciliation duties.

1. Shift Leadership & Operations

• Oversee daily Front Desk operations, including check-ins, check-outs, room assignments, and guest billings.
• Perform shift audits, cash drawer reconciliations, and routine end-of-shift reporting.
• Monitor room inventory, high-occupancy days, block allocations, and special guest requests.
• Serve as the Manager on Duty (MOD) during assigned shifts, addressing emergencies or operational bottlenecks.

2. Guest Service & Escalation Management

• Act as the primary point of contact for complex guest complaints, handling situations with empathy, speed, and discretion.
• Ensure team adherence to brand service standards, VIP protocol, and loyalty program recognition.
• Review daily guest feedback (surveys, reviews) and partner with leadership to implement service improvements.

3. Team Support & Training

• Assist in onboarding, training, and mentoring Front Desk Agents on property management systems (PMS), standard operating procedures, and customer service standards.
• Conduct daily shift pre-shifts/huddles to communicate property updates, occupancy targets, and VIP arrivals.
• Assist management in monitoring employee performance and providing real-time feedback.

4. Confidentiality & Interdepartmental Coordination

• Maintain strict confidentiality regarding guest information, sensitive hotel records, internal management communications, and ongoing operational changes.
• Collaborate closely with Housekeeping, Maintenance, and Sales/Events to ensure smooth room turnover and guest satisfaction.

Key Qualifications & Requirements

• Experience: Minimum 2+ years of hotel front desk experience, with at least 612 months in a senior agent, lead, or supervisory role.
• Technical Skills: Proficiency with major Property Management Systems (PMS) such as Opera, OnQ, FOSSE, or LightSpeed. Basic working knowledge of MS Excel and Outlook.
• Communication: Excellent verbal and written communication skills; ability to remain calm and professional under pressure.
• Discretion: High degree of integrity and discretion when handling internal staff adjustments and confidential business practices.
• Flexibility: Open availability to work flexible shifts, including weekends, evenings, and holidays as operational needs require.

Physical Requirements & Working Conditions

• Standing for extended periods (up to 8 hours per shift).
• Ability to lift, carry, or push up to 2530 lbs (e.g., luggage, supply boxes).
• Fast-paced environment with frequent guest and staff interactions.