Front Desk Supervisor (Innkeeper)

Key West Collection•Key West, FL

9d•Onsite

About The Position

Key West Historic Inns is seeking a passionate and service-driven Front Office Supervisor (Innkeeper) to join our team. This leadership role is perfect for someone who thrives in a boutique hospitality environment and enjoys creating exceptional guest experiences while supporting and developing a high-performing front office team. As an Innkeeper, you will lead by example, ensuring seamless daily operations, mentoring team members, resolving guest concerns with professionalism, and helping maintain the warm, personalized service that defines the Key West Historic Inns collection. If you are an experienced hospitality professional who enjoys coaching others, solving problems, and delivering memorable guest experiences, we invite you to join our team.

Requirements

Minimum of 2-3 years of Front Office or hotel guest services experience, with previous supervisory or leadership experience preferred.
Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms preferred.
Strong leadership, coaching, and team development skills with the ability to motivate others and lead by example.
Excellent communication, interpersonal, and guest service skills.
Strong organizational, problem-solving, and conflict resolution abilities.
Ability to multitask, prioritize responsibilities, and remain calm in a fast-paced hospitality environment.
Working knowledge of hotel operations, reservations, cash handling, and guest service standards.
Proficient in Microsoft Office and other basic computer applications.
Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts based on business needs.
Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.
Must be able to read, write, speak, and understand English.

Responsibilities

Supervise daily Front Office operations, including guest check-in, check-out, reservations, and overall guest services to ensure a seamless arrival and departure experience.
Lead, motivate, and support the Front Office team by fostering a positive, collaborative, and service-focused work environment.
Deliver exceptional guest service by anticipating guest needs and promptly resolving inquiries, concerns, and special requests with professionalism and empathy.
Train, onboard, coach, and mentor new and existing Front Office team members to ensure consistency with hotel standards and service expectations.
Ensure the accuracy of guest reservations, room assignments, billing, and cash handling procedures while maintaining attention to detail.
Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments to resolve guest concerns and enhance the overall guest experience.
Maintain a clean, organized, and welcoming Front Desk and lobby area that reflects the hotel's high standards.
Monitor compliance with hotel policies, procedures, safety standards, and operational guidelines.
Assist with scheduling, shift coverage, and daily staffing needs to ensure efficient department operations.
Support the Front Office Manager with performance coaching, employee development, and departmental initiatives.
Monitor room inventory, occupancy, and special requests to maximize guest satisfaction and operational efficiency.
Serve as Manager on Duty when assigned, responding appropriately to operational issues, emergencies, and guest concerns.
Review guest feedback and identify opportunities to improve service, team performance, and operational efficiency.
Perform other duties as assigned in support of the Front Office and overall hotel operations.