Front Desk Supervisor
About The Position
The Front Desk Supervisor oversees daily front office operations to ensure exceptional guest service, smooth check-in/check-out procedures, and adherence to hotel standards. This role supports, trains, and motivates the front desk team to deliver a warm and professional guest experience while maintaining operational efficiency and accuracy. Key Responsibilities Supervise and coordinate the activities of front desk agents, bell staff, and other front office personnel. Ensure that all guest interactions are handled professionally, courteously, and promptly. Assist in resolving guest complaints and service issues efficiently and to guest satisfaction. Train new front desk team members on hotel policies, procedures, and brand standards. Monitor daily arrivals, departures, and VIP guests to ensure smooth operations. Manage room assignments, rate discrepancies, and special requests. Ensure accurate posting of charges and maintenance of guest accounts in the PMS. Handle cash, credit card transactions, and daily shift reports accurately. Coordinate with Housekeeping, Maintenance, and other departments to ensure guest satisfaction. Conduct shift briefings and communicate effectively with all shifts and departments. Maintain a clean, organized, and professional front desk and lobby area. Enforce hotel policies regarding safety, security, and confidentiality of guest information. Support Assistant General Manager with scheduling, performance reviews, and inventory of office supplies.
Requirements
- Education: High school diploma or equivalent required; hospitality degree preferred.
- Experience: 2 years of hotel front desk experience; supervisory experience a plus.
- Skills: Strong leadership and interpersonal communication skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficient in hotel PMS (e.g. Opera, OnQ, or similar systems).
- Attention to detail, organization, and multitasking abilities.
- Flexible to work varied shifts, including weekends and holidays.
- Ability to stand for long periods.
- May require occasional lifting of items up to 25 lbs.
- Fast-paced hospitality environment requiring professionalism, teamwork, and a guest-first mindset.
Responsibilities
- Supervise and coordinate the activities of front desk agents, bell staff, and other front office personnel.
- Ensure that all guest interactions are handled professionally, courteously, and promptly.
- Assist in resolving guest complaints and service issues efficiently and to guest satisfaction.
- Train new front desk team members on hotel policies, procedures, and brand standards.
- Monitor daily arrivals, departures, and VIP guests to ensure smooth operations.
- Manage room assignments, rate discrepancies, and special requests.
- Ensure accurate posting of charges and maintenance of guest accounts in the PMS.
- Handle cash, credit card transactions, and daily shift reports accurately.
- Coordinate with Housekeeping, Maintenance, and other departments to ensure guest satisfaction.
- Conduct shift briefings and communicate effectively with all shifts and departments.
- Maintain a clean, organized, and professional front desk and lobby area.
- Enforce hotel policies regarding safety, security, and confidentiality of guest information.
- Support Assistant General Manager with scheduling, performance reviews, and inventory of office supplies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
