Front Desk Supervisor

Job Summary

We are looking for a Front Desk Supervisor to lead daily front office operations and ensure every guest experience at the Longfellow Hotel is seamless warm and memorable. This role is responsible for supporting and guiding the front desk team maintaining high service standards and stepping in to assist with guest needs as they arise. The ideal candidate is a strong communicator and natural leader who is detail-oriented solutions-driven and thrives in a fast-paced guest-focused environment. This position plays a key role in setting the tone for the guest experience and fostering a collaborative service-minded team culture.

Responsibilities

• Oversee daily front desk operations and ensure smooth service flow
• Act as the main point of contact during shifts for staff and guests
• Lead by example in guest service standards and professionalism
• Supervise coach and support front desk staff
• Assist with onboarding and training new employees
• Provide ongoing feedback and help improve performance
• Foster a positive team-oriented work environment
• Assist with implementing policies and operational procedures
• Create and manage staff schedules based on business needs
• Ensure proper coverage for shifts call-outs and peak times
• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms
• Provide information about our hotel available rooms rates and amenities
• Respond to clients complaints in a timely and professional manner
• Liaise with our housekeeping staff to ensure all rooms are clean tidy and fully-furnished to accommodate guests needs
• Coordinate with housekeeping maintenance and other departments
• Confirm group reservations and arrange personalized services for VIP customers and event attendees like wedding guests
• Upsell additional facilities and services when appropriate
• Maintain updated records of bookings and payments

Qualifications

• Prior experience as a Hotel Front Desk Agent Receptionist or similar role
• Experience with hotel reservations software like OnQ Opera and StaynTouch
• Customer service experience
• Excellent communication and organizational skills

Compensation & Benefits

Pay Range: $25/ hr

Longfellow employees enjoy:

• Discounted hotel stays across New England NEIRA properties
• Individual coverage for health dental and vision insurance
• Competitive PTO policy
• Discounted meals at Twinflower Café and Five of Clubs
• Generous parental leave
• Flexible Spending Accounts (employer-sponsored healthcare benefit)
• Dependent Care Accounts
• Voluntary enrollment in the Uncommon Hospitality IRA plan
• Access to career development and advancement courses

Equal Opportunity Employment

The Longfellow Hotel is an equal opportunity employer and is committed to fostering and maintaining an inclusive and diverse workplace. We do not discriminate on the basis of race color religion national origin age sex disability gender identity or expression marital status veteran status or any other characteristic protected by law.