Front Office Supervisor – Job Description

Staybridge Suites Southaven – Memphis South

Position: Front Office Supervisor
Department: Front Office / Guest Services
Employment Type: Full-Time
Reports To: Assistant General Manager & General Manager

Position Summary

Staybridge Suites Southaven is seeking a dependable, motivated, and hospitality-driven Front Office Supervisor to oversee daily front desk operations, support team members, and ensure exceptional guest experiences. The ideal candidate will demonstrate strong leadership, accountability, problem-solving abilities, and a commitment to maintaining IHG brand standards.

Key Responsibilities

Front Office Operations & Guest Services

• Supervise daily front desk operations, including check-ins, check-outs, reservations, and guest requests.

• Deliver outstanding guest service while professionally resolving complaints and concerns.

• Ensure accurate guest information, payment methods, company affiliations, and reservation details are maintained.

• Monitor arrivals, departures, room assignments, and guest account balances.

• Ensure compliance with IHG policies, hotel procedures, and service standards.

Leadership & Team Supervision

• Provide daily direction, coaching, training, and support to Guest Service Representatives and Night Auditors.

• Monitor employee attendance, punctuality, productivity, and adherence to established procedures.

• Assist management with scheduling, shift coverage, and operational staffing needs.

• Lead by example through professionalism, reliability, teamwork, and effective communication.

• Ensure all assigned shift checklists, reports, and daily responsibilities are completed accurately.

Financial & Administrative Responsibilities

• Monitor high-balance accounts, declined payments, and outstanding guest balances.

• Verify payment authorizations, billing instructions, and reservation accuracy.

• Maintain proper cash-handling procedures where applicable, financial accountability, and payment security.

• Review daily reports, occupancy updates, guest requests, and shift communications.

• Assist with guest billing discrepancies, refunds, and account adjustments as authorized by management.

Interdepartmental Coordination

• Communicate effectively with Housekeeping, Maintenance, Sales, and hotel leadership.

• Coordinate room readiness, early arrivals, late check-outs, and guest accommodations.

• Support extended-stay reservations, corporate accounts, and group arrivals.

• Maintain accurate operational records and communicate unresolved issues promptly.

Qualifications & Requirements

• Previous hotel front desk experience required; supervisory or leadership experience preferred.

• Familiarity with hotel property management systems; HotelKey and IHG systems experience is a plus.

• Strong communication, organizational, multitasking, and conflict-resolution skills.

• Ability to remain professional and make sound decisions in fast-paced situations.

• Understanding of hotel billing, reservations, occupancy management, and guest service standards.

• Must demonstrate reliability, initiative, accountability, and a team-oriented attitude.

• Flexible availability required, including mornings, evenings, weekends, and holidays.

• Must be willing and able to work front desk shifts and assist with operational coverage when necessary.

Expectations for Success

The Front Office Supervisor is expected to be a hands-on leader who takes ownership of front office operations, holds team members accountable, and maintains consistent service standards. This position requires someone who can independently manage shifts, anticipate operational needs, address staffing challenges, and provide dependable support to hotel leadership.

Our Commitment

At Staybridge Suites Southaven, we believe exceptional hospitality begins with exceptional teamwork. We are looking for a leader who takes pride in serving guests, developing employees, and contributing to a positive, productive, and professional workplace.

Join our team and help us create memorable guest experiences while maintaining operational excellence!