Hospitality Supervisor - William F. Bolger Center

Requisition #: 651579 Location: Potomac, MD, US, 20854 Job Description The Front Desk Supervisor plays a critical role in supporting daily front desk operations while serving as a hands‑on leader and primary resource for Guest Services Agents. This position supports the Front Desk Manager by ensuring consistent service standards, smooth shift operations, and timely resolution of guest concerns. As a visible leadership presence, the Front Desk Supervisor bridges the gap between front‑line staff and management, providing real‑time coaching, guidance, and decision‑making during assigned shifts. This role is essential in shaping the guest experience, maintaining operational efficiency, and fostering a positive, accountable team environment. The Front Desk Supervisor helps set the tone for professionalism, service excellence, and teamwork while ensuring policies, procedures, and expectations are consistently upheld. Position Overview We are seeking a Front Desk Supervisor to support daily front desk operations and help deliver an exceptional guest experience. This role provides hands‑on leadership to Guest Services Agents, supports service recovery, and serves as a key point of escalation during assigned shifts. Compensation Data Hourly rate: $28.00 to $28.00. Benefits: Aramark offers comprehensive benefit programs and services for eligible employees including medical, dental, vision, and work/life resources. Additional benefits may include retirement savings plans such as 401(k) and paid days off such as parental leave and disability coverage. Benefits vary by location and are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works. Job Responsibilities Guest Experience & Service Excellence Ensure all guests receive professional, courteous, and efficient service at all times. Handle guest concerns, service recovery, and complaints promptly and effectively. Serve as a visible leadership presence during shifts, especially during peak periods. Ensure adherence to brand standards, service protocols, and property policies. Front Desk Operations Supervise daily front desk activities including check‑in, check‑out, room assignments, billing, and cash handling. Monitor reservation accuracy, room availability, and coordination with Housekeeping and Maintenance. Ensure accurate guest folios and assist with billing corrections as needed. Team Leadership & Oversight Lead, motivate, and support Guest Services Agents during assigned shifts. Provide real‑time coaching, corrective guidance, and positive reinforcement. Assist with onboarding and training of new front desk team members. Ensure staff compliance with attendance, uniform, and performance expectations. Communication & Coordination Act as the primary point of contact between Front Desk staff and management during shifts. Communicate operational updates, guest issues, and staffing concerns effectively. Coordinate with other departments to ensure seamless guest service. Safety, Security & Compliance Promote and support a safe, secure, and compliant work environment. Follow all safety, emergency, and security procedures. Escalate incidents, guest threats, or safety concerns to management immediately. Ensure proper documentation of incidents, guest issues, and shift activity. Administrative Support Assist with shift reports, incident reports, and guest follow‑up as needed. Monitor punch accuracy and payroll compliance. Support departmental goals and performance initiatives. Required Qualifications Flexible availability including evenings, weekends, and holidays. High school diploma or equivalent required. Minimum of 1–2 years of hotel front desk or guest services experience preferred. Prior supervisory or leadership experience strongly preferred. Strong communication, interpersonal, and problem‑solving skills. Ability to remain calm, professional, and decisive in high‑pressure situations. Proficiency with PMS systems and basic computer applications. At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice. At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law. #J-18808-Ljbffr Aramark