Front Office Supervisor

HM Alpha Hotels & Resorts • Durham, NC

10d

About The Position

The Front Office Supervisor oversees daily front desk operations, ensures exceptional guest service, and supports the Front Office Manager. The role contributes to guest satisfaction and operational efficiency by leading a team responsible for check-ins, check-outs, reservations, and guest inquiries. The position is part-time and requires punctuality.

The supervisor mentors front desk staff, coordinates with other hotel departments, handles guest concerns, assists with staff training, and helps arrange special guest amenities and room décor. The role also supports front office operations including shift scheduling, cash handling, billing, room assignments, PBX phone answering, room reservations, rooms control, bell services, and baggage storage. The supervisor supports implementation of processes and technology enhancements and performs other duties as assigned.

Requirements

• Minimum 2 years of experience in front desk operations within the hospitality industry.
• Strong leadership and team-building skills with a hands-on approach.
• Excellent communication and interpersonal abilities.
• Detail-oriented, with strong organizational skills and multitasking capability.
• Ability to remain calm and professional in high-pressure situations.
• Proficiency in front office systems (PMS) and basic office software.
• A genuine passion for hospitality and creating memorable guest experiences.
• High school diploma or equivalent required.
• Successful completion of a background check prior to employment.

Nice To Haves

• Previous supervisory or leadership experience preferred.
• Familiarity with hotel property management systems and reservation platforms.
• Proven track record of delivering excellent customer service and managing guest relations.
• Associate or bachelor's degree in Hospitality Management or a related field preferred but not required.

Responsibilities

• Supervise and mentor front desk staff to deliver customer service consistent with hotel brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organizing, and delivering special amenities to guests.
• Organize in-room décor for guests celebrating special occasions.
• Monitor daily front office operations, including managing shift schedules and cash handling, and ensuring accuracy in billing and room assignments.
• Assist in answering phones in PBX.
• Assist at the rooms control desk.
• Assist with room reservations.
• Assist bell services and baggage storage.
• Support management in implementing processes and technology enhancements to improve front desk efficiency.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance; HSA available.
• Company-paid disability and life insurance.
• Employee Assistance Program.
• Supplemental benefits.
• 401(k) with match.
• Employee discounts.
• Paid vacation and sick time.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED