Hotel Front Desk Supervisor

The Hotel Front Desk Supervisor delivers exceptional guest service while supporting front office management in the daily operation of the front desk. This role assists with training, coaching, and performance feedback for front desk agents and serves as a representative of the front office management team in their absence. The Front Desk Supervisor is skilled in guest recovery, conflict resolution, and the execution of emergency and safety protocols to ensure a seamless and professional guest experience.

Duties & Responsibilities:

• Supervise front desk operations to ensure consistent, high-quality guest service and hospitality standards
• Train, coach, and support Front Desk Agents; provide performance feedback and assist with issue resolution
• Act as a management resource in the absence of the Front Office Manager
• Resolve guest concerns and complaints efficiently while maintaining a high level of satisfaction
• Prepare front desk staff for incoming group and convention arrivals and special requirements
• Perform check-in and check-out procedures, ensuring accurate billing and room availability
• Accurately process payments, guest accounts, and cash transactions in accordance with established procedures
• Answer guest inquiries, manage reservations, and maximize occupancy and revenue
• Maintain knowledge of hotel services, amenities, and local offerings to provide informed guest assistance
• Operate PBX systems, including handling calls, scheduling wake-up calls, and paging guests
• Control cash transactions at the front desk and maintain responsibility for personal bank as specified by hotel bank agreement policy
• Process guest mail, messages, and deliveries accurately and in a timely manner
• Maintain front desk logs and communication tools to support effective department operations

• Assist other departments during peak periods to ensure overall guest satisfaction

• Perform other duties as assigned

Qualifications:

• College degree in business, hospitality, tourism, or related field preferred

• Front desk, supervisory, and/or leadership experience strongly preferred

• Excellent customer service, communication, and problem-solving skills
• Strong attention to detail and ability to meet deadlines in a fast-paced environment
• Must be able to read, write, and communicate effectively in English

• Proficiency with Microsoft Office

• Experience with or ability to learn OPERA®, ALICE, Canary Technologies, and other hotel systems

• Engage in physical activities like standing for long periods, walking, and utilizing hands for tasks that involve gripping, handling, and reaching
• Can safely lift and/or move up to 35 pounds