Front Desk Supervisor

Island Hospitality Management•San Diego, CA

17d

About The Position

We are looking to add a friendly Front Desk Supervisor to our team! As our Front Desk Supervisor, you will be responsible for the overall success of the front desk and ensuring guest satisfaction and product quality standards are met. You will plan and supervise the activities of a diverse workforce to ensure the smooth and profitable running of the businesses. Most importantly, you will be a key person of reference for team members, vendors, and guests. This position may require flexible scheduling availability.

Requirements

Highly motivated, service-driven leader with a strong sense of ownership and accountability.
Ability to anticipate guest needs, identify service gaps, and solve problems in real time.
Comfortable working in a fast-paced, high-volume environment while maintaining professionalism.
Strong communication skills with the ability to lead, coach, and support a diverse team.
Approachable, guest-focused, and able to remain calm under pressure.

Responsibilities

Lead all front desk operations with a strong focus on service excellence, consistency, and guest recognition.
Own Guest Satisfaction Scores (GSS) for the front desk, including monitoring results, identifying trends, and driving action plans to improve performance.
Actively engage with guests during arrival, stay, and departure to ensure a positive and memorable experience.
Ensure all front desk team members are trained on service standards, guest recovery, and brand expectations.
Serve as an approachable, on-floor leader who resolves guest concerns professionally and efficiently.
Oversee daily check-in and check-out operations, ensuring accuracy, efficiency, and service consistency.
Process guest payments in accordance with hotel policies and procedures.
Provide accurate information and assistance to guests, vendors, and internal teams.
Prepare and review shift reports and communicate key updates to management.
Own gift shop performance, including profitability, inventory awareness, merchandising standards, and upselling execution.
Partner with leadership to identify opportunities to improve retail revenue and control costs.
Ensure front desk associates actively promote retail offerings and amenities when appropriate.
Assist with creating and distributing front desk schedules in a timely and accurate manner.
Support payroll administration by reviewing time punches, tracking attendance, and ensuring payroll data is accurate prior to submission.
Help manage labor efficiently while maintaining service standards.

Benefits

Healthcare including Medical, Dental, and Vision Insurance
HSA & FSA plans available!
Dependent care FSA
Identity Theft Protection Insurance
Commuter benefits including transit & parking
Pet Insurance
PTO and Payroll Incentives for Annual Wellness Exams
Employee Assistance Program
Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
Paid Sick and Vacation Time
Family Leave
401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution
Incentive based bonus program
Free room nights at our hotels and employee discounts within your hotel brand
Discounts for friends and family within your hotel brand
Team Member recognition and bonus
Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
Career Growth through our in-house training program with a path personalized to your desired goals
Referral bonus program to ANY of our locations