Front Desk Supervisor

Why You’ll Enjoy This Job
You’re a natural leader with a passion for hospitality and a strong sense of responsibility. You know how to motivate a team, manage daily front office operations, and deliver the kind of guest service that builds loyalty. Whether guiding your team through a busy check-in or solving a guest issue with grace and confidence, you bring a steady, guest-first mindset to everything you do. If you're ready to take charge in a fast-paced environment where your leadership and communication skills make a difference, this may be the opportunity for you.

Job Summary
As a Front Office Supervisor, you will provide guidance and leadership to front desk team members while ensuring that every guest receives high-quality customer service. You’ll oversee daily operations, support team performance, help manage front office finances, and serve as Manager on Duty as needed.

Essential Duties and Responsibilities

• Supervise and lead the Front Desk team to ensure smooth, efficient, and guest-focused operations.

• Greet and assist guests with check-in, check-out, inquiries, and special requests using clear communication and positive guest engagement.

• Assign daily tasks, train team members, observe performance, and provide coaching and feedback.

• Complete the registration process by inputting and verifying guest information, assigning rooms, issuing keys, and processing payments.

• Handle cash and credit card transactions, balance assigned bank, and post charges accurately using property management systems.

• Answer phones professionally, take and deliver messages, and assist guests with retrieving mail and packages.

• Resolve guest issues and complaints calmly and professionally, using good judgment and offering solutions, including revenue allowances when necessary.

• Coordinate group arrivals and special guest needs, prepare pre-arrival packets, and manage third-party reservations.

• Train new front desk agents in operational procedures, hotel systems, and brand standards; monitor completion of training modules.

• Track and reinforce employee time and attendance; recommend corrective actions when appropriate.

• Maintain compliance with safety, security, and emergency procedures; act as Manager on Duty when assigned.

• Assist with Night Audit and PBX duties when needed.

• Maintain a clean and organized front desk and lobby area; ensure all team members are well-groomed and in uniform.

• Perform any other related duties as assigned by management.

Qualifications

• High school diploma or equivalent required; a four-year degree or equivalent hospitality experience preferred.

• Minimum of two years’ combined front desk and supervisory experience in a hotel environment.

• Strong leadership and interpersonal skills with the ability to motivate and coach team members.

• Excellent English communication skills, both written and verbal; a second language is a plus.

• Ability to defuse tense situations with professionalism, patience, and diplomacy.

• Proficient in Microsoft Office (Word, Excel) and hotel property management systems (PMS/CRM).

• Knowledge of general hotel operations and guest service standards.

Physical Demands

• Must be able to stand and move throughout the front office for the majority of the shift (up to 95% of the time).

• Must be able to lift and carry up to 25 pounds.

• Occasional twisting, bending, stooping, and reaching.

• Frequent talking, hearing, seeing, smiling, and walking in a fast-paced environment.

Perks

• Incentive programs

• Free employee meal during shift

• Professional development and career growth opportunities

*This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.