Front Desk Supervisor - The Monarch Hotel

Job Title: Front Desk Supervisor Department: Operations Reports To: General Manager Location: New Orleans, Louisiana Employment Type: Full-Time Job Summary The Front Desk Supervisor oversees daily front desk operations and ensures exceptional guest service standards are consistently delivered. This role supports and supervises Front Desk Agents, manages shift operations, resolves escalated guest concerns, and ensures front office procedures are followed accurately. The Front Desk Supervisor serves as a key liaison between guests, front desk staff, and other hotel departments to ensure smooth operations and a positive guest experience. Front Desk Operations Supervise daily front desk operations and ensure smooth check-in and check-out processes Monitor front desk workflow and provide guidance to agents during shifts Ensure guest service standards and brand hospitality expectations are consistently met Assist with guest check-ins, check-outs, reservations, and payment processing as needed Maintain accurate guest records and ensure proper use of property management systems (PMS) Ensure the front desk area remains clean, organized, and professional at all times Supervise, coach, and support Front Desk Agents during assigned shifts Assist with scheduling, shift assignments, and coverage for front desk staff Train new front desk employees on procedures, systems, and service standards Monitor employee performance and provide feedback to management Support management with disciplinary actions or performance improvement when necessary Guest Experience & Issue Resolution Address and resolve escalated guest complaints or service concerns promptly and professionally Ensure guest requests and special accommodations are communicated effectively to relevant departments Act as the primary point of contact for complex guest service issues during shifts Maintain a welcoming and professional environment for guests and visitors Administrative & Operational Duties Oversee front desk cash handling procedures, daily reports, and financial transactions Review reservations, arrivals, departures, and occupancy reports to ensure operational readiness Ensure compliance with company policies, safety procedures, and confidentiality standards Communicate important updates between management and front desk staff Coordinate with housekeeping, maintenance, and other departments to ensure efficient operations Qualifications & Experience High school diploma or equivalent required; associate’s or bachelor’s degree in hospitality or related field preferred 2+ years of front desk or hospitality experience required Previous supervisory or leadership experience preferred Experience with hotel property management systems (PMS) preferred Strong understanding of hotel front office operations and guest service standards Strong leadership and team management abilities Excellent customer service and conflict resolution skills Strong verbal and written communication skills Ability to remain calm and make sound decisions in high-pressure situations Proficiency with computer systems, reservations software, POS systems, and MS Office Strong organizational and multitasking skills Attention to detail and ability to maintain accurate records Ability to motivate and support team members in a fast-paced environment May require standing for extended periods Shift work may include evenings, weekends, and holidays Hospitality environment requiring frequent guest interaction May require working varied shifts to support front desk operations Affirmative Action / EEO Statement We are an equal-opportunity employer who is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws. We believe in, embrace, and abide by the spirit, as well as, to the letter of all applicable laws and regulations. Our policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, internships, and apprenticeship. Our hiring decisions are based solely on qualifications, merit, and business needs at the time. #J-18808-Ljbffr sbe Lifestyle Hospitality