Front Desk Supervisor

HM Alpha Hotels & Resorts • Scottsdale, AZ

20d

About The Position

The Front Desk Supervisor oversees daily front desk operations, ensures exceptional guest service, and supports the Front Office Manager. The role leads a team responsible for check-ins, check-outs, reservations, and guest inquiries, with an emphasis on guest satisfaction and operational efficiency.

The supervisor coordinates with housekeeping, concierge, and other departments to support smooth guest experiences; handles guest concerns; helps train and motivate staff; and assists with special amenities and in-room décor for special occasions. The position also monitors daily operations, including shift schedules, cash handling, billing accuracy, and room assignments. Additional duties include helping with PBX phone coverage, the rooms control desk, reservations, bell services, and baggage storage, as well as supporting process and technology improvements. Other duties may be assigned.

Requirements

• Minimum 2 years of experience in front desk operations within the hospitality industry.
• Strong leadership and team-building skills with a hands-on approach.
• Excellent communication and interpersonal abilities.
• Detail-oriented, with strong organizational skills and multitasking capability.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in front office systems (PMS) and basic office software.
• Genuine passion for hospitality and creating memorable guest experiences.
• Familiarity with hotel property management systems and reservation platforms.
• Proven track record of delivering excellent customer service and managing guest relations.
• High school diploma or equivalent required.
• Successful completion of a background check prior to employment.

Nice To Haves

• Previous supervisory or leadership experience.
• Associate or Bachelor’s degree in Hospitality Management or a related field; preferred but not required.

Responsibilities

• Supervise and mentor front desk staff to deliver customer service that reflects the hotel’s brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organizing, and delivering special amenities to guests.
• Organize in-room décor for guests celebrating special occasions.
• Monitor daily front office operations, including shift schedules, cash handling, billing accuracy, and room assignments.
• Assist in answering phones in PBX.
• Assist at the rooms control desk.
• Assist with room reservations.
• Assist bell services and baggage storage.
• Support management in implementing processes and technology enhancements to improve front desk efficiency.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision benefits; HSA available.
• Company-paid disability and life insurance.
• Employee Assistance Program.
• Supplemental benefits.
• 401(k) with match.
• Employee discounts.
• Paid vacation and sick time.

What This Job Offers

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