Hospitality Supervisor - William F. Bolger Center

Aramark

12d•Onsite

About The Position

The Front Desk Supervisor plays a critical role in supporting daily front desk operations while serving as a hands‑on leader and primary resource for Guest Services Agents. This position supports the Front Desk Manager by ensuring consistent service standards, smooth shift operations, and timely resolution of guest concerns. As a visible leadership presence, the Front Desk Supervisor bridges the gap between front‑line staff and management, providing real‑time coaching, guidance, and decision‑making during assigned shifts. This role is essential in shaping the guest experience, maintaining operational efficiency, and fostering a positive, accountable team environment. The Front Desk Supervisor helps set the tone for professionalism, service excellence, and teamwork while ensuring policies, procedures, and expectations are consistently upheld. We are seeking a Front Desk Supervisor to support daily front desk operations and help deliver an exceptional guest experience. This role provides hands‑on leadership to Guest Services Agents, supports service recovery, and serves as a key point of escalation during assigned shifts.

Requirements

Flexible availability including evenings, weekends, and holidays
High school diploma or equivalent required
Minimum of 1–2 years of hotel front desk or guest services experience preferred
Prior supervisory or leadership experience strongly preferred
Strong communication, interpersonal, and problem‑solving skills
Ability to remain calm, professional, and decisive in high‑pressure situations
Proficiency with PMS systems and basic computer applications
Previous hotel front desk or guest services experience required
Supervisory or leadership experience preferred
Strong communication, problem‑solving, and customer service skills
Flexible availability including weekends and holidays.

Responsibilities

Ensure all guests receive professional, courteous, and efficient service at all times
Handle guest concerns, service recovery, and complaints promptly and effectively
Serve as a visible leadership presence during shifts, especially during peak periods
Ensure adherence to brand standards, service protocols, and property policies
Supervise daily front desk activities including check‑in, check‑out, room assignments, billing, and cash handling
Monitor reservation accuracy, room availability, and coordination with Housekeeping and Maintenance
Ensure accurate guest folios and assist with billing corrections as needed
Lead, motivate, and support Guest Services Agents during assigned shifts
Provide real‑time coaching, corrective guidance, and positive reinforcement
Assist with onboarding and training of new front desk team members
Ensure staff compliance with attendance, uniform, and performance expectations
Act as the primary point of contact between Front Desk staff and management during shifts
Communicate operational updates, guest issues, and staffing concerns effectively
Coordinate with other departments to ensure seamless guest service
Promote and support a safe, secure, and compliant work environment
Follow all safety, emergency, and security procedures
Escalate incidents, guest threats, or safety concerns to management immediately
Ensure proper documentation of incidents, guest issues, and shift activity
Assist with shift reports, incident reports, and guest follow‑up as needed
Monitor punch accuracy and payroll compliance
Support departmental goals and performance initiatives
Supervise front desk operations and guest interactions during assigned shifts
Support and coach Guest Services Agents in real time
Address guest concerns and assist with service recovery
Ensure adherence to service standards, policies, and procedures
Coordinate with housekeeping, maintenance, and management as needed