Front Desk Supervisor- Palm Springs

TMC Hospitality•Palm Springs, CA

10h

About The Position

The Front Desk Supervisor oversees daily front desk operations to provide a seamless, thoughtful guest experience. Along with performing Front Desk Agent duties, this position leads, trains, and provides operational oversight to the team. The supervisor supports guest arrivals and departures, resolves escalations, manages room assignments, coordinates with other departments, and maintains accurate property management system (PMS) and reporting records. The role works closely with Housekeeping, Engineering, and property leadership to support effective communication, timely resolution of guest needs, and operational alignment. The position also supports onsite food and beverage service during downtime, retail sales and inventory, amenity deliveries, and administrative reporting and inventory tasks.

Requirements

Prior hospitality and front desk experience.
Strong communication and customer-service skills.
Ability to multitask in a fast-paced environment and remain calm under pressure.
Excellent attention to detail and follow-through.

Nice To Haves

Previous supervisory or team-lead experience.
Familiarity with PMS and POS systems.
Local area knowledge.

Responsibilities

Welcome guests and manage check-in and check-out processes while maintaining positive guest relations.
Provide local recommendations and assist with concierge-style requests, including dining, directions, and experiences.
Recognize special occasions and help coordinate guest amenities or gestures.
Respond promptly to maintenance and housekeeping concerns, coordinating with Engineering, vendors, and Housekeeping as needed.
Handle guest concerns professionally, escalate when appropriate, and ensure follow-up.
Assign rooms seven days in advance and perform upgrades to maximize occupancy.
Review arrivals daily, including notes, alerts, special requests, and action items; check Action Reports for proper task management.
Process upgrades, extensions, early check-ins, and late check-outs, applying fees when appropriate.
Review departing guests, finalize folios, settle outstanding balances, apply credits, and complete daily house balance and checkout procedures accurately.
Spot-check guest notes and actions for accuracy and completion; coordinate with Housekeeping on back-to-back bookings and room moves.
Manage Lost & Found inquiries and comply with payment, discount, credit, and cash-handling procedures.
Assist with documentation for chargebacks or disputed payments.
Provide daily handovers and escalation logs to the General Manager or leadership, and ensure open requests and escalations are followed up before shift end.
Relay guest escalations and feedback to the Central Service Team as appropriate.
Identify group arrivals and in-house groups and audit notes and billing against group agreements.
Collaborate with Housekeeping and Maintenance supervisors and communicate across departments to support operational alignment and consistent service delivery.
Train, coach, and guide new and existing Front Desk Agents; support the General Manager with creating and approving front desk schedules.
Promote a positive, collaborative team culture, staff development, product knowledge, and service standards.
Support onsite food and beverage operations during downtime; sell retail using the point-of-sale system and assist with retail inventory.
Execute amenity deliveries and confirm room readiness before delivery.
Run shift reports, including Room Status and Credit Reports; support monthly inventory counts as needed.
Maintain accurate PMS records and internal communication tools, manage pantry and guest-item inventory, and create and maintain daily task-completion and escalation documentation.