Front Office Supervisor

EOS•Storrs Mansfield, CT

5d•Onsite

About The Position

The Front Office Supervisor greets and welcomes guests professionally and hospitably, responds to their needs, and provides property and local-area information to support a successful stay. The role supports front desk operations, guest accounts and payments, reservations, room assignments, arrivals and departures, guest communications, and the safe handling of guest valuables and hotel funds. It also helps maintain welcoming and orderly lobby and front desk areas and coordinates with housekeeping, maintenance, concierge, restaurant, and other teams to support the guest experience. The supervisor oversees shift processes for productivity, guest satisfaction, and organization; anticipates guest needs through room pre-assignment, especially for VIPs and special requests; and assists with training, scheduling, and labor management as needed. The position is based in a hotel resort and restaurant environment and requires flexible availability, including weekdays, weekends, holidays, and peak business periods.

Requirements

At least 3 years of direct customer service experience; hotel or lodging experience is highly preferred.
High school diploma or GED required.
Proficiency with computers and ability to learn operational and technical systems.
Strong understanding of lodging operations, reservations, and appropriate guest-service etiquette.
Strong communication, organizational, and problem-solving skills.
Ability to prioritize, delegate, and respond in a timely manner.
Ability to work under pressure, multitask, and stay focused while maintaining hospitality.
Availability and willingness to work flexible hours based on business needs, including weekdays and weekends; the job description also identifies holidays and peak business times.
Successful completion of a satisfactory background check.
Ability to read, write, speak, and understand English.
Ability to perform assigned tasks and operate equipment safely.
Ability to remain standing or seated for up to 8 hours, walk the property and grounds frequently, move up and down stairs regularly, and move quickly as guest needs require.
Ability to regularly move and lift up to 30 pounds.
Ability to perform repetitive manual dexterity tasks, including typing and writing; bend, stretch, and reach frequently, including above the head.
Ability to survey property areas clearly and view a digital computer or tablet screen for extended periods, up to 8 hours.
Ability to communicate and exchange information effectively, often in a public or group setting.

Nice To Haves

Hotel or lodging environment experience.
Prior leadership experience.

Responsibilities

Greet and welcome guests, interact with them courteously, identify their needs, and provide relevant property and area information.
Verify guest identification and payment methods at check-in and check-out; complete payment authorizations and final payment processing.
Prepare welcome packets, issue keys, handle guest calls and messages, and direct inquiries to the appropriate team members.
Stay informed about property events and parking options, and assist guests with luggage when needed.
Explain guest charges and fees, review daily reports, monitor guest accounts, and post necessary charges, including restaurant and group-event charges.
Monitor reservations, assign rooms in the guest services system, track room availability, and notify housekeeping when rooms are vacated or moved.
Maintain working knowledge of rates, packages, groups, booking restrictions, and the hotel guest services/property management system.
Receive and securely expedite guest messages, packages, gift bags, and mail; coordinate with the concierge when appropriate.
Maintain lobby, sitting areas, and front desk; replenish and clean beverage and snack stations and address or delegate other cleaning needs.
Secure guest valuables as requested and follow lost-and-found procedures.
Safeguard and issue managerial keys; handle department banks and cash drawers securely, count the bank with a witness at shift turnover, and post and deposit incoming revenue each shift.
Assist with training new staff as requested and review and deliver guest amenities as required.
Set up daily continental-style lobby coffee and tea service.
Supervise shift processes to support productivity, guest satisfaction, and organization.
Pre-assign guest rooms, with attention to VIPs and special requests.
Collaborate with maintenance and housekeeping to support the guest experience and interdepartmental communication.
Assist with scheduling and labor management, including filling in for subordinate teammates when possible.
Inspect guest rooms for arrivals when needed.