Front Office Supervisor

OTH Hotels•Youngstown, OH

1d•Onsite

About The Position

At OTH Hotels Resorts, our team is our number one asset. We strive to create a safe, positive, uplifting work environment for all and a culture that ignites a long-term career passion for hospitality and service. Our shared purpose is to be the Heart of Hospitality in the lives of our team members, guests, owners, partners, and communities. Job Overview The Front Office Supervisor is responsible for overseeing front desk operations and supporting the Front Office Manager in delivering exceptional guest service and efficient daily operations. This role supervises front desk agents, concierge, and bell staff while ensuring smooth check-in and check-out processes, accurate room assignments, and consistent adherence to brand standards. This position operates in a fast-paced, guest-facing hotel environment requiring active presence at the front desk and coordination across multiple departments. The role includes shift-based scheduling, including nights, weekends, and holidays, and requires frequent standing and direct guest interaction. Success in this role requires strong leadership, excellent communication skills, and the ability to resolve guest issues quickly while maintaining high service standards.

Requirements

High school diploma or equivalent required
Experience with hotel front desk or hospitality operations required
Prior supervisory experience preferred
Strong leadership and team management skills
Excellent customer service and guest relations abilities
Strong communication and interpersonal skills
Problem-solving and conflict resolution skills
Ability to multitask in a fast-paced environment
Attention to detail and accuracy in operations
Familiarity with hotel management systems (e.g., Opera, Fidelio)
Strong organizational and decision-making skills

Nice To Haves

Degree in Hospitality Management preferred
Hospitality certifications preferred

Responsibilities

Lead and supervise front desk agents, concierge, and bell staff.
Create and manage staff schedules and shift coverage.
Train new employees and provide ongoing coaching and support.
Monitor staff performance and enforce hotel policies and procedures.
Ensure consistent application of brand standards across the team.
Ensure smooth and efficient check-in and check-out processes.
Handle VIP arrivals and special guest requests.
Resolve guest complaints promptly and professionally.
Maintain high levels of guest satisfaction and service recovery excellence.
Oversee daily front office operations and workflow.
Ensure accurate room assignments and availability updates.
Monitor reservations, cancellations, and no-shows.
Coordinate closely with housekeeping to ensure room readiness.
Prepare operational reports including occupancy, revenue, and guest feedback.
Maintain accurate records and front office documentation.
Ensure billing accuracy and manage cash and credit transactions.
Support audit and compliance requirements.
Act as a liaison between departments including housekeeping, maintenance, and sales.
Conduct shift briefings and ensure clear communication across teams.
Support smooth operational flow through effective information sharing.
Assist in maintaining a cohesive guest service experience across departments.