Front Office Supervisor

Job Description

Job Description

Bring your front desk experience and good energy to a team that cares about getting hospitality right. Rolling Hills Hospitality is looking for a Front Desk Supervisor at voco The Clair Cincinnati Downtown, an IHG hotel in the heart of downtown Cincinnati, just steps from Fountain Square, the Hard Rock Casino, and Great American Ball Park. You’ll help lead the shift, support your teammates, and make guests feel welcome from the moment they walk through the door.

You’ll work alongside the front desk team—answering questions, coaching through challenges, and jumping in when the lobby gets busy. When something needs attention, you’ll listen, take the next step, and keep the right people in the loop. You understand that a smooth shift depends on clear communication, thoughtful decisions, and teammates who can count on each other.

At RHH, there’s room to learn, celebrate a great guest interaction, and enjoy the people you work with. If you’re ready to help others succeed while building your own leadership skills, we’d love to meet you.

$18 - $20 hourly

• Lead front desk activity during assigned shifts and work alongside associates on arrivals, departures, reservations, and guest requests.

• Help the team organize shift priorities and understand their assignments so guests receive timely, attentive service.

• Coach associates through everyday situations, explain procedures clearly, and help new teammates learn the work. Recognize great service and offer useful feedback.

• Listen to guest concerns, take ownership of the next steps, and resolve issues within your authority. Involve hotel leadership when additional support or approval is needed.

• Monitor room assignments, reservations, guest accounts, payments, and billing accuracy. Address discrepancies promptly and communicate unresolved issues.

• Coordinate room readiness, special requests, and service needs with housekeeping, maintenance, Pennyflower Bistro & Bar, and other departments.

• Keep associates connected through clear shift briefings and handoffs. Make sure the next team knows what needs attention and what follow-up is underway.

• Maintain an organized front desk and reinforce guest privacy, cash-handling, payment, and safety procedures.

• Help the team follow voco and IHG brand standards and IHG One Rewards member service standards, including guest recognition and applicable member benefits.

• Keep the Front Office Manager informed of guest feedback, recurring challenges, and opportunities to improve the way the team works.

• High school diploma or equivalent; hospitality or hotel management education is a plus.

• 1–3 years of hotel front desk or guest services experience, preferably with supervisory experience.

• Strong customer service and communication skills.

• Ability to lead and motivate a team.

• Strong organizational and problem-solving abilities.

• Ability to remain calm and professional in stressful situations.

• Basic computer skills and familiarity with hotel property-management systems.

• Ability to work flexible schedules, including evenings, weekends, and holidays.

Since 2005, Rolling Hills Hospitality has grown from one rural Kentucky property into a portfolio of distinctive hotels and restaurants, guided by the Rolling Hills Way: a warm welcome, care for the details, and real follow-through. Our leaders coach, recognize great work, and help associates grow. Eligible associates may enjoy:

• Medical, dental, vision & life insurance

• Paid vacation, holidays & sick time

• Jury duty pay and family & medical leave

• Career development & internal promotion

• Recognition & bonus programs

• Supportive team culture focused on work-life balance

• Access to IHG Employee Rate discounted room rates through IHG One Pass

Benefits vary by employment status and eligibility. Travel discounts are tied to your hotel’s brand family and program rules.