Front Desk Supervisor
About The Position
At Kimpton Hotel Monaco Baltimore Inner Harbor, we put our guests on the fast track to luxury, comfort, and urban adventure. Our beautifully renovated, 202-room boutique hotel, located in the historic B&O Railroad Headquarters, offers an unforgettable experience in the heart of downtown Baltimore. Just steps from the Inner Harbor, Camden Yards, the National Aquarium, and the Baltimore Convention Center, our hotel blends historic charm with modern hospitality. At Crescent Hotels & Resorts, our associates are the heart of everything we do. We believe our people are what make every guest experience exceptional. We encourage you to bring your authentic self to work, celebrate your accomplishments, and support your professional growth every step of the way. Through outstanding benefits, career development opportunities, and travel perks, we create an environment where You Belong. We Care. Shine Bright.
Requirements
- Minimum 2 years of Front Office experience in a hotel environment.
- Excellent communication, guest service, and conflict resolution skills.
- Strong computer skills; experience with hotel property management systems preferred.
- Flexible to work mornings, evenings, weekends, and holidays.
Nice To Haves
- Previous supervisory or leadership experience preferred.
- IHG experience is a plus.
Responsibilities
- Lead and support Front Desk Agents during each shift while creating a positive and engaging work environment.
- Deliver exceptional guest service by assisting with check-in, check-out, and resolving guest concerns with professionalism and urgency.
- Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction.
- Handle guest concerns and service recovery, ensuring every issue is resolved with care and efficiency.
- Monitor arrivals, departures, room inventory, VIP guests, and special requests.
- Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments to ensure a seamless guest experience.
- Assist with scheduling, shift coverage, daily assignments, and operational priorities.
- Ensure compliance with hotel policies, cash-handling procedures, and brand standards.
- Promote hotel amenities, loyalty programs, and upsell opportunities to maximize guest satisfaction and revenue.
Benefits
- Comprehensive benefits package for eligible associates and their families
- 401(k) with company match for eligible associates
- Flexible scheduling to support work-life balance
- Hotel discounts at Crescent-managed properties throughout North America
- Hotel room discounts at IHG hotels worldwide
- Career advancement and professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
