Front Desk Supervisor/Manager on Duty

TPG Hotels & Resorts•Mount Pleasant, SC

About The Position

The Front Office Supervisor is responsible for ensuring a high level of customer service for hotel guests and visitors. The role supervises and coordinates front desk and front office staff to support seamless check-in and check-out, respond to guest inquiries, and resolve issues during guests’ stays. The supervisor also trains and mentors staff to maintain service standards, works with the Front Office Manager, and coordinates with other hotel departments to meet guest requests and special arrangements.

Requirements

High school diploma or equivalent.
Previous experience in a front desk or guest service role.
At least 1–2 years of supervisory experience.
Excellent communication and interpersonal skills.
Strong problem-solving abilities.
Knowledge of hotel management software and reservation systems.
Ability to work flexible hours, including evenings, weekends, and holidays.

Nice To Haves

Bachelor’s degree in hospitality management or a related field.

Responsibilities

Greet and welcome guests in a friendly and professional manner.
Assist guests with check-in and check-out procedures.
Handle guest complaints and concerns and ensure prompt resolution.
Coordinate with other hotel departments to fulfill guest requests and special arrangements.
Train and supervise front desk agents and other front office staff in partnership with the Front Office Manager.
Ensure staff adhere to dress code and grooming standards.
Address disciplinary issues as needed.
Handle difficult or complex guest situations and escalate them as necessary.
Ensure guest privacy and security protocols are followed.
Assist in implementing strategies to minimize guest complaints.
Provide ongoing training to front office staff on guest service standards and procedures.
Foster a positive and collaborative work environment.
Assist in onboarding and training new employees.