Front Desk Supervisor

Front Desk SupervisorAt Canopy by Hilton Scottsdale Old Town, we believe every stay should feel like both a welcome pause in the thrill of travel and a familiar base in the heart of the destination. The Front Desk Supervisor plays an important role in delivering that experience by supporting the day-to-day operation of the Front Desk and helping ensure every guest receives welcoming, professional, and attentive service.This position supports Front Desk operations during assigned shifts by providing guidance and direction to Front Desk Associates, responding to guest concerns, resolving service issues, and helping maintain efficient and accurate operations. The Front Desk Supervisor serves as a point of support for both guests and team members and helps ensure established hotel procedures, brand standards, and service expectations are consistently followed.As a member of the Lodging Dynamics team, this role supports our culture of leading with heart, delivering exceptional hospitality, and maintaining high standards of guest service, professionalism, and teamwork.Essential Job FunctionsSupervise and support Front Desk Associates during assigned shifts to help ensure efficient and professional hotel operations.Provide guidance, direction, and real-time support to Front Desk Associates in responding to guest needs and operational challenges.Assist with the daily operation of the Front Desk, including guest arrivals, departures, room assignments, billing inquiries, and general guest requests.Serve as a point of escalation for guest concerns, service recovery opportunities, and special requests, resolving issues professionally and escalating concerns to management when appropriate.Ensure guests receive a welcoming, professional, and personalized experience throughout their stay.Assist with VIP arrivals, special accommodations, and other guest service needs with professionalism and discretion.Monitor Front Desk activity, lobby conditions, and guest flow to help maintain efficient service during peak periods.Support adherence to hotel policies, standard operating procedures, brand standards, and established Front Office practices.Assist in training and onboarding new Front Desk Associates and provide ongoing coaching and support to existing team members.Communicate daily priorities, operational updates, guest needs, and other relevant information to Front Desk Associates during assigned shifts.Model professionalism, accountability, teamwork, and exceptional guest service at all times.Assist with maintaining accurate guest information, reservations, room assignments, and other records within the property management system.Review and address billing questions, folio discrepancies, payment concerns, and other guest account issues in accordance with hotel procedures.Assist with proper cash handling, balancing, shift audits, and other Front Desk financial procedures as assigned.Maintain appropriate control and organization of Front Desk keys, supplies, equipment, and other departmental materials.Communicate effectively with Housekeeping, Engineering, Food & Beverage, Sales, and other hotel departments to support guest needs and daily operations.Document and communicate guest concerns, incidents, service recovery efforts, and operational issues in accordance with hotel procedures.Provide relevant operational information and feedback to the Front Office Manager and other members of hotel leadership.Assist with staffing coverage, scheduling needs, and other administrative or operational responsibilities as assigned.Respond promptly and professionally to guest requests and follow up to help ensure concerns are appropriately addressed.Maintain confidentiality and exercise sound judgment when handling guest information, team member matters, and sensitive situations.Maintain a positive, welcoming, and service-oriented attitude that reflects the values of Canopy Hotels and Lodging Dynamics.Maintain a clean, organized, and professional Front Desk and lobby environment.Support hotel initiatives, departmental goals, and special projects as assigned.Complete all required company training, brand training, and compliance courses.Maintain compliance with company policies, brand standards, and applicable regulations.Report safety concerns, accidents, incidents, and operational deficiencies promptly to the appropriate member of management.Assist with emergency response procedures and follow established hotel protocols during incidents affecting guests, team members, or hotel operations.Perform other duties and special projects as assigned.Skills & AbilitiesThis position requires strong guest service, communication, organizational, and problem-solving skills, as well as the ability to provide leadership and support to Front Desk Associates during assigned shifts.Strong knowledge of hotel Front Desk operations and guest service principles.Ability to provide professional, welcoming, and responsive service to a diverse range of guests.Strong problem-solving and service recovery skills.Ability to remain calm, professional, and solution-oriented when handling guest concerns and challenging situations.Ability to lead, guide, coach, and support Front Desk Associates during assigned shifts.Strong verbal and written communication skills.Ability to prioritize multiple tasks and respond effectively in a fast-paced environment.Strong organizational skills and attention to detail.Ability to exercise sound judgment and make appropriate decisions within the scope of the position.Ability to communicate and collaborate effectively with other hotel departments and members of management.Proficiency with hotel property management systems, reservations systems, and other Front Desk technology.Basic computer proficiency, including email, Microsoft Office, and other hotel systems.Ability to accurately handle guest information, payments, billing inquiries, and confidential information.Ability to adapt to changing guest needs, operational priorities, and business demands.Ability to work effectively within a diverse workplace and guest environment.Ability to maintain a professional appearance and demeanor consistent with hotel and brand standards.Flexible availability, including the ability to work mornings, evenings, weekends, and holidays as scheduled.EducationHigh School Diploma, GED, or equivalent preferredExperienceRequiredMinimum one (1) year of hotel Front Desk, guest services, or comparable hospitality experiencePreferredPrevious supervisory, leadership, lead agent, or shift leadership experience.Previous experience with Hilton property management or Front Office systems.Experience handling guest service concerns and service recovery.Experience with cash handling, billing, reservations, and Front Desk reporting.Work EnvironmentThe work environment includes the hotel Front Desk, lobby, guest areas, back-of-house areas, and other areas throughout the property. The position regularly interacts with guests, team members, and members of hotel leadership in a fast-paced hospitality environment.The position may require responding to guest concerns, operational issues, and unexpected situations while maintaining a professional, calm, and service-oriented approach.Physical DemandsThe physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Frequently stand and walk for extended periods.Frequently move throughout the Front Desk, lobby, guest areas, and other areas of the hotel.Occasionally bend, reach, stoop, kneel, and perform other routine physical movements.Occasionally lift, carry, push, or pull materials and supplies weighing up to 25 pounds.Operate computers, telephones, property management systems, and other Front Desk equipment.Communicate effectively with guests and team members in person, by telephone, and through written communication.Visually review guest information, reservations, reports, billing details, and other Front Desk documentation.Maintain awareness of Front Desk operations and the surrounding guest environment.BenefitsEligible Associates may participate in Lodging Dynamics benefit programs, subject to plan eligibility requirements, including:Medical InsuranceDental InsuranceVision InsuranceHealth Savings Account (HSA)Flexible Spending Account (FSA)Life InsuranceDisability InsuranceEmployee Assistance Program (EAP)401(k) with Lodging Dynamics