FRONT DESK SUPERVISOR- FULL TIME POSITION
About The Position
This is a working manager role that acts as the second-in-command to the General Manager and serves as Manager on Duty to support exceptional guest experiences, efficient staff performance, and compliance with brand and safety standards. The role supports multiple departments, primarily Front Desk and Housekeeping, to maintain smooth property operations and high standards of cleanliness, service, and guest satisfaction. The supervisor works one front desk shift per day, five days per week, as part of a regular AM/PM/Night rotation, and covers call-outs as needed while completing additional supervisory and administrative duties. The position oversees guest service and recovery, front desk and housekeeping operations, team development, and administrative processes. It offers a stated growth path to Assistant General Manager or Operations Manager, and potentially General Manager within the FHG portfolio, based on performance.
Requirements
- At least 2 years of hotel experience.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage guest issues with professionalism and empathy.
- Open availability to work AM, PM, and Night Audit shifts, including weekends and holidays.
- Ability to stand for long periods and perform light physical duties as needed.
Nice To Haves
- Front Desk or Housekeeping supervisory experience.
- Working knowledge of Choice ADVANTAGE PMS or similar hotel systems.
Responsibilities
- Serve as Manager on Duty as scheduled, handling guest concerns and ensuring prompt, professional resolution.
- Support front desk operations, including smooth check-in and check-out processes and adherence to brand service standards.
- Maintain a visible presence throughout the hotel and proactively identify and address guest or property needs.
- Manage guest feedback and reviews, following up promptly and providing effective service recovery.
- Own and enforce property SOPs, including facts-only ticketing, escalation procedures, shift handoff lists, payment and key controls, and guest-recovery limits.
- Manage guest-recovery costs: approve comps up to $25 per incident, seek manager approval for $25–$50, and obtain GM approval for third-party or out-of-control service issues; document all comps.
- Supervise and assist daily housekeeping operations to ensure room quality and cleanliness meet brand expectations.
- Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs.
- Coordinate with maintenance and other departments to resolve issues affecting guest satisfaction or safety.
- Ensure compliance with safety, security, and sanitation protocols.
- Support hiring, training, and coaching of front desk and housekeeping team members.
- Promote a positive, team-oriented work environment focused on service excellence.
- Monitor staff performance, attendance, policy compliance, and appearance standards.
- Lead by example in professionalism, accountability, and guest service.
- Assist with scheduling, payroll verification, and inventory of linens, amenities, and cleaning materials.
- Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency.
- Support implementation of operational policies and standard operating procedures.
- Maintain accurate documentation and ensure compliance with brand and local regulations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
