Front Desk Supervisor - DoubleTree by Hilton New York – LaGuardia Airport

Palette Hotels•New York, NY

2d•$24 - $27•Onsite

About The Position

The Front Desk Supervisor supports the Front Office Manager in overseeing front desk operations during assigned shifts. The role provides real-time direction and coaching to Front Desk Agents, upholds brand and service standards, resolves escalated guest concerns, and fosters hospitality and accountability. Responsibilities span shift leadership, guest service and service recovery, front desk transactions, coordination with other departments, and operational and safety procedures.

Requirements

Strong coaching, communication, and conflict-resolution skills.
Comfort using a property management system and a computer for extended periods.
Accuracy with billing, cash handling, and reporting.
Ability to stand and walk for extended periods, up to 8 hours per shift.
Ability to lift and move up to 25 pounds frequently and up to 50 pounds occasionally, with or without reasonable accommodation.
Ability to hear and communicate clearly in person and over the phone.
Flexible availability, including evenings, overnights, weekends, and holidays, as business needs require.

Nice To Haves

Front desk or hotel guest service experience, including experience leading or training others.

Responsibilities

Supervise Front Desk Agents during assigned shifts and provide real-time coaching, support, and direction.
Lead shift briefings covering daily priorities, VIP arrivals, occupancy, and special guest requests.
Monitor team performance and adherence to procedures, addressing service gaps through coaching or escalation to management.
Help ensure shifts are covered and coordinate scheduling adjustments with the Front Office Manager.
Train new Front Desk Agents on the property management system, procedures, brand standards, and guest service expectations.
Act as the first point of escalation for guest complaints, disputes, and service recovery.
Resolve guest concerns promptly and professionally, and document incidents and outcomes.
Oversee VIP arrivals and special accommodation requests in coordination with Housekeeping and other departments.
Review guest satisfaction scores and feedback and share insights with the team to improve service.
Oversee check-in, check-out, billing, and cash-handling procedures for accuracy and compliance.
Review and approve adjustments, discounts, and complimentary items within set authorization limits.
Coordinate with Housekeeping, Engineering, and Sales on room assignments, room status, and maintenance needs.
Assist with Night Audit and daily revenue reporting as assigned.
Maintain key control procedures and lobby presentation standards.
Follow security, emergency, safety, and fire prevention procedures.