Overnight Front Office Supervisor

Loews Hotels & Co•Kansas City, MO

12d•Onsite

About The Position

Loews Kansas City Hotel is seeking an Overnight Front Office Supervisor to lead its guest services team and oversee smooth, efficient Front Office operations. The supervisor champions service excellence, develops team members, supports guest satisfaction and loyalty, and helps ensure that guest interactions reflect Loews Hotels’ hospitality standards. The position is at an 800-room hotel connected to the Kansas City Convention Center, with 60,000 square feet of event space and multiple guest amenities. The role includes supervising the Front Desk and Guest Services teams, coordinating room assignments with housekeeping, addressing guest concerns, conducting audits, maintaining financial records, reviewing performance metrics, and preparing operational and guest experience reports for management. The supervisor also supports training, hotel-service initiatives, operational improvements, and emergency response. Regular attendance is required, and schedules may vary to meet business needs. Attendance at mandatory training sessions and meetings is required.

Requirements

Minimum of two years of guest service experience in hotel hospitality preferred.
Minimum of one year in a guest service leadership role preferred.
Ability to stand for long periods of time required.

Nice To Haves

Experience with a previous Property Management System; Opera System experience preferred.
Knowledge of budgeting, forecasting, and financial analysis in a hotel setting preferred.
Veterans and military spouses are encouraged to apply.

Responsibilities

Oversee daily Front Office team operations to ensure smooth and efficient service delivery.
Lead, mentor, and develop team members to achieve high performance and uphold Loews service standards.
Monitor guest feedback, resolve concerns promptly, and implement strategies to improve satisfaction and loyalty.
Coordinate room assignments and collaborate with housekeeping to meet guest preferences.
Design and deliver training programs to improve team skills and operational excellence.
Serve as the primary point of contact for internal and external inquiries.
Conduct audits, maintain accurate financial records, and analyze performance metrics.
Prepare operational and guest experience reports for management review.
Partner on initiatives to promote hotel services and improve efficiency.
Handle emergencies professionally, ensuring guest and team safety.
Maintain regular attendance in conformance with standards.
Attend mandatory training sessions and meetings.
Perform other duties as assigned.