Front Desk Supervisor

The Front Desk Supervisor oversees daily front office operations to ensure exceptional guest service smooth check-in/check-out procedures and adherence to hotel standards. This role supports trains and motivates the front desk team to deliver a warm and professional guest experience while maintaining operational efficiency and accuracy.

Key Responsibilities

• Supervise and coordinate the activities of front desk agents bell staff and other front office personnel.
• Ensure that all guest interactions are handled professionally courteously and promptly.
• Assist in resolving guest complaints and service issues efficiently and to guest satisfaction.
• Train new front desk team members on hotel policies procedures and brand standards.
• Monitor daily arrivals departures and VIP guests to ensure smooth operations.
• Manage room assignments rate discrepancies and special requests.
• Ensure accurate posting of charges and maintenance of guest accounts in the PMS.
• Handle cash credit card transactions and daily shift reports accurately.
• Coordinate with Housekeeping Maintenance and other departments to ensure guest satisfaction.
• Conduct shift briefings and communicate effectively with all shifts and departments.
• Maintain a clean organized and professional front desk and lobby area.
• Enforce hotel policies regarding safety security and confidentiality of guest information.
• Support Assistant General Manager with scheduling performance reviews and inventory of office supplies.

Qualifications & Skills

• Education: High school diploma or equivalent required; hospitality degree preferred.
• Experience: 12 years of front desk or customer service experience; supervisory experience a plus.
• Skills:
• Strong leadership and interpersonal communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Proficient in hotel PMS (e.g. Opera OnQ or similar systems).
• Attention to detail organization and multitasking abilities.
• Flexible to work varied shifts including weekends and holidays.

Physical Requirements

• Ability to stand for long periods.
• May require occasional lifting of items up to 25 lbs.

Work Environment

Fast-paced hospitality environment requiring professionalism teamwork and a guest-first mindset.