Front Desk Supervisor

Horseshoe Bay Resort • Horseshoe Bay, TX

3d • Onsite

About The Position

The Front Desk Supervisor is responsible for overseeing the daily operations of
the Front Desk to ensure exceptional guest service, efficient operations, and
revenue optimization. This role provides direct leadership to Guest Service
Agents and serves as a key point of contact for guest relations, operational
coordination, and service recovery.

Requirements

• Strong verbal and written communication skills in English
• Excellent customer service skills with the ability to exercise patience,tact, and diplomacy
• Proven leadership and team-building ability
• Self-motivated with a professional appearance and demeanor
• Basic mathematical skills and the ability to perform accurate calculations
• Proficiency in computer systems and hotel property management software
• Ability to stand and move continuously throughout the work shift
• Ability to observe and respond appropriately to emergency situations
• Capability to prepare and review reports related to room availability and revenue
• Ability to establish and maintain effective working relationships with associates, guests, and leadership
• High school diploma or equivalent required; some college preferred
• Previous customer service and front desk experience required
• Valid Driver’s License with a satisfactory Motor Vehicle Record (MVR)
• Positive demeanor, professional appearance, and strong work ethic

Nice To Haves

• Prior supervisory or leadership experience preferred
• Strong computer skills and professional phone etiquette

Responsibilities

• Interview, hire, train, coach, and supervise Front Desk associates
• Provide ongoing performance feedback and recommend evaluations, corrective action, or termination when appropriate
• Foster a professional, respectful, and team-focused work environment
• Lead by example during peak business periods and high guest volume
• Respond promptly and professionally to guest requests, concerns, and complaints
• Resolve guest issues using sound judgment, thorough investigation, and approved service recovery solutions
• Authorize revenue allowances only after other appropriate alternatives have been explored
• Build strong relationships with repeat guests, VIPs, and group clients to support guest loyalty and return business
• Supervise daily front desk operations in compliance with Standard Operating Procedures (SOPs) and Local SOPs (LSOPs)
• Ensure accurate and efficient check-in and check-out processes
• Maximize revenue opportunities while maintaining the highest standards of service
• Supervise Guest Service Agents to ensure consistency with brand and resort standards
• Collaborate closely with Housekeeping, Maintenance, Concierge, and Food and Beverage teams
• Maintain clear and effective communication to ensure room readiness and prompt resolution of guest needs
• Maintain composure and professionalism during emergency situations or periods of heavy hotel activity
• Serve as a role model for associates by demonstrating effective problem-solving and decision-making
• Proactively identify operational challenges and implement solutions
• Maintain dependable attendance and punctuality
• Work a flexible schedule, including nights, weekends, and holidays
• Perform other job-related duties as assigned

Benefits

• Competitive hourly pay
• Subsidized associate housing and shuttle service (based on availability)
• Golf and resort amenity privileges, subject to occupancy levels
• Weekly meal subsidies and discounts at resort dining and retail locations
• Discounted room rates at Crescent Hotels and Resorts nationwide
• Medical, Dental, and Vision insurance plans
• 401(k) with employer match
• Short- and Long-Term Disability coverage
• Accident and Critical Illness insurance
• Associate Relief Fund access

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED