Front Desk Supervisor

Lodging Dynamics•San Diego, CA

27d•$23 - $24•Onsite

About The Position

This role involves overseeing daily front desk activities, ensuring a consistently welcoming and professional guest experience, and leading the Front Desk Agents. The supervisor will act as the first point of escalation for guest concerns and special requests, manage VIP arrivals, and ensure adherence to brand standards and hotel policies. Additionally, the role includes team leadership, training, financial and administrative duties such as cash handling and billing assistance, and collaborating with other hotel departments to ensure smooth operations.

Requirements

Minimum of 2 years of hotel front desk or guest services experience required.
Strong guest service and problem‑solving skills.
Excellent verbal and written communication abilities.
Proficiency with hotel PEP systems and Microsoft Office.
Ability to multitask, remain calm under pressure, and make sound decisions.
Flexible availability, including evenings, weekends, and holidays.
Ability to stand for extended periods.
Ability to lift up to 25 lbs as needed.
Ability to move throughout the property and respond quickly to guest needs.

Nice To Haves

Prior supervisory or leadership experience preferred.

Responsibilities

Serve as the first point of escalation for guest concerns, service recovery, and special requests.
Ensure a consistently welcoming, professional, and hospitable guest experience.
Proactively identify opportunities to enhance guest satisfaction and loyalty.
Handle VIP arrivals, distressed guests, and special accommodations with discretion and care.
Oversee daily front desk activities including check‑ins, check‑outs, room assignments, and billing accuracy.
Ensure adherence to brand standards, SOPs, and hotel policies.
Monitor lobby flow and staffing levels to ensure efficiency during peak times.
Maintain accurate guest records and reports in the PMS system.
Lead Front Desk Agents during shifts, assigning tasks and providing real‑time support.
Train, coach, and mentor new and existing team members.
Conduct daily pre‑shift huddles to communicate priorities, arrivals, and service goals.
Model professionalism, accountability, and teamwork at all times.
Ensure proper cash handling, balancing, and shift audits.
Assist with billing questions, adjustments, and folio corrections.
Support inventory control for keys, supplies, and front desk materials.
Communicate effectively with Housekeeping, Engineering, Security, and Management to ensure smooth operations.
Document and report incidents, guest feedback, and operational issues as required.
Support management with reports, scheduling input, and coverage needs when requested.