Front Desk Supervisor

Front Desk Supervisor – Downtown Houston Hotel

Job Title: Front Desk Supervisor
Location: Houston – Downtown Hotel
Department: Front Office
Reports To: Operations Manager

Position Summary

The Front Desk Supervisor oversees daily front office operations to ensure exceptional guest service, efficient check-in/check-out procedures, and smooth communication between departments. This role leads front desk staff, resolves guest concerns, and helps maintain the hotel's service standards in a fast-paced downtown hospitality environment.

Key Responsibilities

• Supervise front desk agents and guest service staff during assigned shifts
• Ensure efficient and professional guest check-in and check-out processes
• Handle guest inquiries, complaints, and special requests promptly and professionally
• Assist with scheduling, training, coaching, and performance monitoring of front desk employees
• Monitor room availability, reservations, and daily occupancy reports
• Coordinate with housekeeping, maintenance, valet, and security teams to support guest satisfaction
• Process payments, verify billing accuracy, and balance cash drawers when required
• Ensure compliance with hotel policies, safety standards, and brand procedures
• Maintain knowledge of local attractions, restaurants, and transportation options in downtown Houston
• Prepare shift reports and communicate operational updates to management

Qualifications

• High school diploma or equivalent required; hospitality degree preferred
• 2+ years of hotel front desk or hospitality experience
• Previous supervisory or leadership experience preferred
• Strong customer service and conflict-resolution skills
• Experience with hotel property management systems (PMS) such as Opera or similar software
• Excellent communication and organizational abilities
• Ability to work flexible schedules, including nights, weekends, and holidays
• Professional appearance and demeanor

Preferred Skills

• Bilingual skills (English/Spanish) are a plus
• Strong multitasking abilities in a high-volume environment
• Knowledge of downtown Houston attractions and business district preferred
• Ability to remain calm and professional under pressure

Physical Requirements

• Ability to stand for extended periods
• Occasional lifting up to 25 pounds
• Frequent use of computers, phones, and office equipment

Benefits

• Competitive pay
• Health, dental, and vision insurance
• Paid time off
• Employee hotel discounts
• Career advancement opportunities
• 401(k) or retirement plan options