Front Office Supervisor

OTH Hotels Resorts•Parsippany, NJ

22h•Onsite

About The Position

At OTH Hotels Resorts, the Front Office Supervisor is a leader, role model, and champion of the guest experience, guiding their team with purpose to create warm, seamless, and genuine guest interactions. This role is about setting the tone for the stay, leading by example, supporting the team, and ensuring every guest feels like more than just a room number. The supervisor acts as a culture carrier, empowered by the Unscripted Hospitality mindset to shape the spirit of the stay from the moment a guest arrives. Unscripted Hospitality is a culture of care, empowerment, and personal connection, where the supervisor is empowered to act with intention, lead with compassion, and turn everyday interactions into extraordinary moments, thereby shaping both the team and the guests' memories of their entire stay.

Requirements

A natural leader who inspires confidence, builds trust, and leads with heart.
Calm and confident under pressure, with a talent for solving problems quickly and creatively.
Experienced in front desk operations
Comfortable using hotel property management systems and guest service technologies.
Strong communicator, both in person and in writing
Detail-oriented, organized, and dependable in a fast-paced, guest-facing environment.
Open to working a flexible schedule including evenings, weekends, and holidays.
Committed to making every guest feel welcomed, appreciated, and at home.

Nice To Haves

at least 1 year in a supervisory or senior guest service role preferred.
bilingual skills a plus.

Responsibilities

Supervise daily front desk operations to ensure an efficient, courteous, and smooth check-in/check-out process.
Lead, coach, and support Guest Service Agents, providing hands-on training and real-time guidance.
Resolve guest concerns or challenges with empathy and ownership, going beyond expectations to create lasting impressions.
Serve as the primary contact for escalated guest issues and special requests, ensuring personalized and timely responses.
Monitor front office reports and systems, ensuring accuracy in billing, reservations, room assignments, and shift checklists.
Coordinate with all departments—housekeeping, engineering, food & beverage—to ensure guest needs are proactively met.
Uphold and enforce OTH Hotels Resorts and brand service standards, policies, and procedures.
Assist with scheduling, inventory, and performance feedback as directed by hotel leadership.
Foster a positive and professional team culture rooted in accountability, kindness, and guest focus.
Represent hotel leadership during evening, weekend, or holiday shifts when a manager may not be present.