Front Office Supervisor

B Hotels & Resorts•Orlando, FL

38d

About The Position

The Front Desk Supervisor is the working lead on shift-coaching agents, managing lobby flow, resolving escalations, and safeguarding billing and cash controls. You'll coordinate with Housekeeping and Engineering to keep rooms guest-ready and deliver a seamless arrival-to-departure experience.

Requirements

1-3+ years front desk/guest services experience; prior lead/supervisor experience preferred.
Strong customer service, conflict resolution, and communication skills; calm and organized under pressure.
Proficient with PMS (e.g., Opera/Cloud PMS), POS, payment terminals, and Microsoft 365/Google Workspace.
Working knowledge of cash handling, direct-bill/chargebacks, and basic revenue/inventory concepts.
Flexible availability (nights/weekends/holidays/overnights as needed); reliable attendance.
Stand/walk for extended periods; frequent computer/phone use.
Lift/push/pull up to 25 lbs occasionally (luggage, packages).

Nice To Haves

Bilingual a plus; hospitality coursework/degree preferred.

Responsibilities

Shift Leadership: Open/close the desk; run pre-shift huddles; assign positions/boards; manage breaks and coverage; maintain visible lobby presence.
Guest Experience & Recovery: Handle VIPs and complex requests; resolve issues with urgency and empathy; document and follow up on service recovery.
Accuracy & Controls: Ensure rate integrity, payment authorizations, folio accuracy, deposits/refunds, direct-bill, and chargeback procedures; balance banks and end-of-shift reports.
House Status & Coordination: Partner with Housekeeping/Engineering on room readiness, OOO/OOI, early arrivals/late checkouts, and quick turnarounds.
Training & Coaching: Onboard new hires; provide real-time feedback on service, systems, and SOPs; reinforce upsell and enrollment programs (loyalty, email capture, etc.).
Systems & Reporting: Serve as go-to for PMS/POS/payment terminals; run arrivals/no-shows/variance/exception reports; support Night Audit as needed.
Communication & Admin: Answer phones/emails professionally; maintain logs (incident, key control, lost & found, packages) and clear pass-downs between shifts.
Compliance & Safety: Uphold PCI, ADA, privacy, and safety policies; ensure lobby cleanliness and secure key control.
Other Duties: Assist Reservations and Concierge tasks; support special events and Manager-on-Duty coverage when assigned.

Benefits

Competitive Salary: A comprehensive and competitive compensation package.
Performance Bonuses: Based on company and individual performance.
Health Benefits: Full medical, dental, and vision coverage.
Retirement Savings: 401(k) plan with company match to help secure your financial future.
Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
Employee Discounts: Discounts on hotel stays and services across PHM properties.
Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

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