Front Office Supervisor
Position Purpose
The Front Office Supervisor supports the daily operation of the hotel’s Front Office while providing leadership and guidance to Front Desk associates. This is a hands-on supervisory position responsible for leading assigned shifts, training and supporting team members, assisting guests, resolving concerns, and ensuring Front Desk procedures are completed accurately and efficiently.
The Front Office Supervisor actively works the Front Desk alongside the team and serves as a resource when associates need assistance with guest concerns, reservations, billing, hotel systems, or operational decisions.
The ideal candidate is a friendly, dependable, and confident hospitality professional who enjoys helping guests, supporting a team, and taking the next step into hotel leadership.
What We Offer
We believe great work should come with great benefits. Eligible team members may enjoy:
- Medical, dental, and vision insurance
- Paid Time Off (PTO)
- 401(k) retirement plan with company match
- Company-paid life insurance
- Hotel room discounts
- Career growth and advancement opportunities
- Leadership and professional development programs
- Employee discount programs for travel, entertainment, wellness, pet insurance, and more
- A hospitality-focused work environment with opportunities to grow across our portfolio of hotels
Essential Functions
- Supervise assigned Front Office shifts and provide direction and support to Front Desk associates.
- Actively work the Front Desk and assist with daily Front Office responsibilities.
- Greet guests promptly with a warm, friendly, and professional welcome.
- Complete guest check-in and check-out accurately and efficiently.
- Verify reservations, room types, rates, payment information, and other reservation details.
- Assign guestrooms and issue room keys while following established guest privacy and security procedures.
- Ensure Front Desk associates consistently follow established check-in, check-out, guest service, and operational procedures.
- Monitor daily arrivals, departures, occupancy, room availability, special requests, and other information necessary for successful shift operations.
- Assist associates with guest questions, reservation issues, billing concerns, payment questions, room assignments, and other Front Desk needs.
- Respond to guest concerns and service issues promptly and professionally.
- Research guest concerns and provide appropriate solutions within established guidelines, involving management when necessary.
- Follow up on guest requests and concerns to ensure appropriate resolution.
- Process cash, credit/debit cards, room charges, vouchers, and other approved forms of payment according to established procedures.
- Ensure Front Desk cash handling, payment processing, and financial procedures are followed.
- Maintain knowledge of hotel accommodations, amenities, services, promotions, and local area information.
- Promote available hotel services, amenities, upgrades, and other offerings when appropriate.
- Support applicable guest loyalty and rewards programs according to hotel or brand standards.
- Answer incoming telephone calls, emails, and guest inquiries promptly and professionally.
- Assist with guest messages, mail, packages, deliveries, and other items according to hotel procedures.
- Maintain accurate Front Desk records, logs, reports, and shift information.
- Assist with maintaining Front Desk and market supplies and communicate ordering needs to management.
- Maintain a clean, organized, and professional Front Desk and lobby environment.
- Ensure guest privacy, safety, security, and emergency procedures are followed at all times.
- Complete assigned opening, closing, and shift responsibilities.
Supervisory Responsibilities
- Provide day-to-day leadership and direction to Front Desk associates during assigned shifts.
- Assist with training and onboarding new Front Office team members.
- Coach associates on guest service, hotel systems, Front Desk procedures, and applicable brand standards.
- Reinforce performance expectations and provide timely feedback to team members.
- Recognize strong performance and communicate performance or conduct concerns to management when appropriate.
- Help ensure appropriate Front Desk coverage and communicate staffing needs to management.
- Assist with preparing or maintaining Front Office schedules when assigned.
- Delegate shift responsibilities and follow up to ensure assigned tasks are completed.
- Lead by example and maintain a professional, positive, and service-focused presence.
- Encourage teamwork, accountability, and effective communication among Front Office associates.
- Serve as a point of escalation for guest and operational concerns during assigned shifts.
- Serve as Manager on Duty when assigned and within the scope of the position.
Hotel Operations & Communication
- Work closely with Housekeeping to monitor room status and ensure clean rooms are available for arriving guests.
- Communicate maintenance concerns and out-of-order room issues to Engineering and follow up as appropriate.
- Communicate guest requests, special accommodations, and important operational information to appropriate departments.
- Build positive working relationships with associates and leaders throughout the hotel.
- Maintain effective communication with Front Office leadership and the General Manager regarding guest concerns, staffing, maintenance issues, and other significant events.
- Assist with group arrivals, VIP guests, special events, and other operational needs.
- Remain calm and exercise good judgment during high-volume periods, guest concerns, emergencies, and unexpected situations.
Supportive Functions
In addition to performing the essential functions, this position may be required to perform other duties based on the operational needs of the hotel.
- Assist with reservations and reservation-related inquiries.
- Assist with stocking and maintaining Front Desk, lobby, market, or guest service areas.
- Assist with ordering Front Office and market supplies when assigned.
- Assist with guest transportation or shuttle operations when applicable to the property and when appropriately authorized.
- Assist with basic administrative and clerical tasks.
- Operate standard office equipment and hotel systems.
- Support other hotel departments during periods of high business volume or staffing needs.
- Attend required meetings and training.
- Perform other duties and responsibilities as assigned.
Qualifications
- Previous hotel Front Desk or Front Office experience strongly preferred.
- Previous supervisory, lead, or hospitality leadership experience preferred.
- Strong guest service and service recovery skills.
- Friendly, professional, and service-focused attitude.
- Strong verbal and written communication skills.
- Ability to coach, support, and provide direction to team members.
- Strong organizational and time-management skills.
- Ability to multitask and manage competing priorities in a fast-paced hotel environment.
- Strong problem-solving skills and ability to exercise sound judgment.
- Ability to remain calm and professional when handling guest concerns or challenging situations.
- Basic math and cash-handling skills.
- Experience with hotel property management and reservation systems preferred.
- Ability to learn and effectively use hotel, scheduling, payment, and other business systems.
- Ability to maintain confidential guest, employee, and business information.
- Ability to work independently while collaborating effectively with hotel leadership and other departments.
- Valid driver's license and acceptable driving record may be required at properties where guest transportation is part of the position.
- Ability to work a flexible schedule based on business needs, including mornings, evenings, overnight shifts, weekends, and holidays as applicable.
Hospitality Expectations
Our hotels operate seven (7) days a week, twenty-four (24) hours a day. All associates are expected to support a professional, welcoming, and service-focused environment at all times. Scheduling and responsibilities may vary based on business and operational needs.
As a Front Office leader, the Front Office Supervisor may be required to work a variety of shifts and serve as Manager on Duty when assigned based on the needs of the property.
Upon employment, all associates are required to comply with JL Hospitality Management policies, procedures, safety standards, and requirements for the safe and efficient operation of our hotels and facilities.
Equal Employment Opportunity
JL Hospitality Management, LLC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, marital status, or any other characteristic protected by applicable federal, state, or local law.