Front Desk Supervisor
About The Position
We are looking for a Front Desk Supervisor to lead daily front office operations and ensure every guest experience at the Longfellow Hotel is seamless, warm, and memorable. This role is responsible for supporting and guiding the front desk team, maintaining high service standards, and stepping in to assist with guest needs as they arise. The ideal candidate is a strong communicator and natural leader who is detail-oriented, solutions-driven, and thrives in a fast-paced, guest-focused environment. This position plays a key role in setting the tone for the guest experience and fostering a collaborative, service-minded team culture.
Requirements
- Prior experience as a Hotel Front Desk Agent, Receptionist, or similar role
- Experience with hotel reservations software, like OnQ, Opera, and StaynTouch
- Customer service experience
- Excellent communication and organizational skills
Responsibilities
- Oversee daily front desk operations and ensure smooth service flow
- Act as the main point of contact during shifts for staff and guests
- Lead by example in guest service standards and professionalism
- Supervise, coach, and support front desk staff
- Assist with onboarding and training new employees
- Provide ongoing feedback and help improve performance
- Foster a positive, team-oriented work environment
- Assist with implementing policies and operational procedures
- Create and manage staff schedules based on business needs
- Ensure proper coverage for shifts, call-outs, and peak times
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates, and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully-furnished to accommodate guests’ needs
- Coordinate with housekeeping, maintenance, and other departments
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
Benefits
- Discounted hotel stays across New England NEIRA properties
- Individual coverage for health, dental, and vision insurance
- Competitive PTO policy
- Discounted meals at Twinflower Café and Five of Clubs
- Generous parental leave
- Flexible Spending Accounts (employer-sponsored healthcare benefit)
- Dependent Care Accounts
- Voluntary enrollment in the Uncommon Hospitality IRA plan
- Access to career development and advancement courses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
