Front Desk Supervisor

Sagemont Hotels • Fremont, CA

2d

About The Position

HOMEWOOD SUITES FREMONT IS HIRING A FRONT DESK SUPERVISOR REPRESENTS THE SPIRIT OF OUR MISSION TO SOAR TO SUCCESS. AS A LEADER WITHIN THE FRONT OFFICE TEAM, THIS ROLE ACTS AS THE BRIDGE BETWEEN OPERATIONS AND GUEST EXPERIENCE—ENSURING EVERY TEAM MEMBER PERFORMS WITH PURPOSE, EVERY GUEST DEPARTS WITH SATISFACTION, AND EVERY MOMENT REFLECTS OUR WINGS OF EXCELLENCE COMMITMENT.

The Front Desk Supervisor is responsible for overseeing daily front desk operations, ensuring team members deliver exceptional guest service, and maintaining alignment with the Hotels’ service and operational standards. This role acts as a key liaison between front-line team members and hotel leadership, ensuring a consistent, guest-first experience.

Requirements

• High school diploma or equivalent required; college coursework in hospitality preferred.
• Minimum 2 years of front desk or guest service experience, including supervisory or lead responsibilities preferred.
• Proficiency in hotel Property Management Systems (Hilton OnQ/PEP, Marriott FOSSE, IHG Opera Cloud, or ChoiceADVANTAGE preferred).
• Excellent communication, leadership, and problem-solving skills.
• Ability to multitask and remain composed in a fast-paced environment.
• Strong organizational and time management abilities.
• Flexible schedule required, including evenings, weekends, and holidays.
• Professional appearance and adherence to the Hotels uniform standards required.

Responsibilities

• Supervise, train, and motivate Front Desk Agents to ensure adherence to the Hotel's service standards.
• Lead by example through professional conduct, communication, and guest engagement.
• Support onboarding and ongoing training programs to ensure team readiness and compliance with brand and company policies.
• Assist in scheduling, monitoring performance, and providing constructive feedback.
• Ensure all guests receive prompt, professional, and friendly service throughout their stay.
• Handle guest concerns, complaints, or special requests, escalating complex issues to management as needed.
• Empower team members to resolve guest issues in real time, consistent with the Hotel's service recovery policies.
• Monitor lobby and front desk areas for cleanliness, organization, and professional appearance.
• Oversee check-in/check-out procedures to ensure efficiency, accuracy, and compliance with brand standards.
• Verify room assignments, rate accuracy, and billing integrity.
• Assist with night audit processes and ensure financial transactions balance correctly.
• Communicate room status, VIP arrivals, and operational updates with housekeeping and maintenance teams.
• Maintain the Front Desk Log and ensure all shift handoffs are completed accurately.
• Communicate effectively with hotel leadership regarding staffing, guest feedback, and operational challenges.
• Participate in daily huddles, property meetings, and ongoing leadership development initiatives.

What This Job Offers

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