FRONT DESK SUPERVISOR -HOTEL HOSPITALITY
About The Position
This is a working manager role that acts as the second-in-command to the General Manager and serves as Manager on Duty to ensure exceptional guest experiences, efficient staff performance, and adherence to brand and safety standards. The role supports multiple departments, primarily Front Desk and Housekeeping, to maintain smooth property operations and a high level of cleanliness, service, and guest satisfaction. The role includes working front desk shifts (AM, PM, and Night) as part of a regular rotation and covering call-outs as needed. The supervisor is expected to cover one front desk shift per day, five days per week, while completing additional supervisory and administrative duties. The position offers a growth path to Assistant General Manager or Operations Manager, and potentially General Manager within the FHG portfolio, based on performance.
Requirements
- Minimum of 2 years of hotel experience.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage guest issues with professionalism and empathy.
- Open availability to work AM, PM, and Night Audit shifts, including weekends and holidays.
- Ability to stand for long periods and perform light physical duties as needed.
- Reliable, service-driven, and flexible.
Nice To Haves
- Hotel experience in Front Desk or Housekeeping supervision.
- Working knowledge of Choice ADVANTAGE PMS or similar hotel systems.
Responsibilities
- Serve as Manager on Duty as scheduled, handle guest concerns, and ensure prompt, professional resolution.
- Support front desk operations, smooth check-in and check-out processes, and adherence to brand service standards.
- Maintain a visible presence throughout the hotel and proactively identify and address guest or property needs.
- Manage guest feedback and reviews, ensuring timely follow-up and effective service recovery.
- Own and enforce property SOPs, including facts-only ticketing, escalation trees, shift handoff lists, payments and key controls, and guest-recovery limits.
- Apply guest recovery cost controls: authorize comps up to $25 per incident, seek manager approval for $25–$50, and obtain GM approval for third-party or service issues outside the hotel's control; document all comps.
- Supervise and assist with daily housekeeping operations to ensure room quality and cleanliness meet brand expectations.
- Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs.
- Coordinate with maintenance and other departments to resolve issues affecting guest satisfaction or safety.
- Ensure compliance with safety, security, and sanitation protocols.
- Support hiring, training, and coaching of front desk and housekeeping team members.
- Promote a positive, team-oriented work environment focused on service excellence.
- Monitor staff performance, attendance, policy compliance, and appearance standards.
- Lead by example in professionalism, accountability, and guest service.
- Assist with scheduling, payroll verification, and supply inventory for linens, amenities, and cleaning materials.
- Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency.
- Support implementation of operational policies and standard operating procedures.
- Maintain accurate documentation and ensure compliance with brand and local regulations.
Benefits
- Eligibility for performance-based incentives.
- Hotel stay discounts through Choice Hotels.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
