Front Desk Supervisor

Front Desk Supervisor At Kimpton Hotel Monaco Baltimore Inner Harbor, we put our guests on the fast track to luxury, comfort, and urban adventure. Our beautifully renovated, 202-room boutique hotel, located in the historic B&O Railroad Headquarters, offers an unforgettable experience in the heart of downtown Baltimore. Just steps from the Inner Harbor, Camden Yards, the National Aquarium, and the Baltimore Convention Center, our hotel blends historic charm with modern hospitality. Crescent Hotels & Resorts believes our people are what make every guest experience exceptional. We encourage you to bring your authentic self to work, celebrate your accomplishments, and support your professional growth every step of the way. Through outstanding benefits, career development opportunities, and travel perks, we create an environment where You Belong. We Care. Shine Bright. What We Offer Comprehensive benefits package for eligible associates and their families 401(k) with company match for eligible associates Flexible scheduling to support work-life balance Hotel discounts at Crescent-managed properties throughout North America Hotel room discounts at IHG hotels worldwide Career advancement and professional development opportunities What You'll Do As the Front Desk Supervisor, you'll lead by example and help create memorable guest experiences from arrival through departure. You'll oversee the daily Front Office operation, support and coach the front desk team, and ensure exceptional service standards are consistently delivered. Responsibilities include: Lead and support Front Desk Agents during each shift while creating a positive and engaging work environment. Deliver exceptional guest service by assisting with check-in, check-out, and resolving guest concerns with professionalism and urgency. Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction. Handle guest concerns and service recovery, ensuring every issue is resolved with care and efficiency. Monitor arrivals, departures, room inventory, VIP guests, and special requests. Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments to ensure a seamless guest experience. Assist with scheduling, shift coverage, daily assignments, and operational priorities. Ensure compliance with hotel policies, cash-handling procedures, and brand standards. Promote hotel amenities, loyalty programs, and upsell opportunities to maximize guest satisfaction and revenue. What We're Looking For You love hospitality and enjoy inspiring others to deliver exceptional service. You lead with confidence, remain calm under pressure, and know how to create positive guest experiences even during challenging situations. You are: Passionate about guest service and creating memorable experiences. A strong leader who enjoys coaching, mentoring, and developing others. Highly organized with excellent time management and problem-solving skills. Comfortable making decisions in a fast-paced environment. Flexible to work mornings, evenings, weekends, and holidays. A team player who leads with professionalism, positivity, and integrity. Qualifications Minimum 2 years of Front Office experience in a hotel environment. Previous supervisory or leadership experience preferred. Excellent communication, guest service, and conflict resolution skills. Strong computer skills; experience with hotel property management systems preferred. IHG experience is a plus. Why Crescent? At Crescent Hotels & Resorts, we strive to create a workplace where associates at every level are respected, supported, and empowered to succeed. We celebrate diversity, foster inclusion, and believe our differences make us stronger. If you're looking to build a rewarding career with a company that values teamwork, growth, and exceptional hospitality, we'd love to welcome you to our team. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.