Front Desk Supervisor

Job Description

Job Description

Description:

We are looking for a friendly, motivated Front Desk Supervisor to join our team! In this role, you will help lead our front desk team, create memorable guest experiences, and ensure our service and quality standards are consistently met. As a Front Desk Supervisor, you'll serve as a key resource for guests, team members, and hotel partners while helping to keep daily operations running smoothly and efficiently.

At our hotel, we place a strong emphasis on teamwork and collaboration across all departments. We believe that exceptional guest experiences are created when every team works together toward a common goal. We are also proud of our commitment to promoting from within—many members of our leadership team began their careers here in entry-level positions and have grown into management roles through hard work, dedication, and a passion for hospitality. We are looking for someone who is excited to develop their leadership skills, support their teammates, and grow their career with us.

This position requires flexible scheduling availability. Must be available evenings, weekends, and holidays.

Job Requirements:

• Complete, support and oversee guest check-in and check-out processes, providing guidance and assistance to team members as needed.
• Monitor and verify payment processing procedures to ensure compliance with established hotel policies and financial controls.
• Serve as a primary point of contact for guest, vendor, and team member concerns, resolving issues professionally and escalating when appropriate.
• Prepare, review, and communicate all required shift reports and operational updates to management.
• Train, coach, and mentor front desk associates on guest service standards, policies, procedures, and hotel programs.
• Assist with creating, maintaining, and distributing team member schedules while supporting staffing needs and operational coverage.
• Monitor front desk performance and procedures and provide ongoing feedback to improve service quality, productivity, and guest satisfaction.
• Support management with departmental initiatives, employee development, and daily operational decision-making.
• Night Audit experience or training required. Availability to work overnight shifts is required as business needs dictate, including coverage for staffing shortages and schedule gaps.

Job Qualifications:

• Minimum of one year of hospitality experience required; prior front desk supervisory or leadership experience preferred.
• Highly motivated team player with strong initiative, accountability, and a commitment to achieving departmental goals.
• Demonstrated ability to lead, motivate, and develop a team in a fast-paced hospitality environment.
• Strong problem-solving and decision-making skills, with the ability to anticipate, prevent, identify, and resolve operational and guest service issues.
• Ability to remain composed and effective while managing multiple priorities and stressful situations.
• Readily available and approachable for guests and team members while consistently delivering exceptional customer service.
• Proficient in hotel property management systems, cash handling procedures, and standard office software.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. The number of hours you will be scheduled to work during the week is variable and is based on guest occupancy, season, staffing and other factors. Island Hospitality is unable to guarantee a specific number of work hours per week.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available!
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.