Front Desk Supervisor

About the Role

We are looking for a Front Desk Supervisor who leads from the desk — not behind it.

This role is ideal for someone who knows hotel front desk operations inside and out, takes pride in guest experience, and understands that culture, consistency, and accountability drive results. You’ll support the Front Office leadership team while actively supervising shifts, coaching associates, and ensuring our service standards translate into strong guest satisfaction scores.

This is a working supervisor role — you will run shifts, handle escalations, train associates, and help set the tone for how our front desk operates every day.

What Success Looks Like

• Guests feel welcomed, heard, and taken care of — even when things go wrong
• Associates know expectations, feel supported, and are held accountable
• Shifts run smoothly, with clean pass-ons and minimal surprises
• You anticipate issues before they become complaints or reviews
• You lead by example — calm, confident, and solution-focused

Key Responsibilities

• Supervise daily front desk operations and lead assigned shifts
• Set and maintain service standards at the Front Desk
• Act as first point of escalation for guest concerns and service recovery
• Coach, train, and support Front Desk Agents and Night Audit
• Ensure accurate check-in/check-out procedures, billing, and folio handling
• Review arrivals, VIPs, groups, traces, and special requests
• Maintain strong communication with Housekeeping, Engineering, Sales, and Leadership
• Ensure shift checklists, logs, and reports are completed accurately and on time
• Enforce brand standards, hotel policies, and credit procedures
• Assist with onboarding and ongoing training of front desk staff
• Support leadership initiatives tied to guest satisfaction and operational performance

What We’re Looking For

• 2–3 years of hotel front desk experience required
• Prior supervisory or lead experience strongly preferred
• Strong working knowledge of PMS systems (Opera experience a plus)
• Excellent judgment under pressure — calm, decisive, and guest-focused
• Strong communication skills (verbal, written, and pass-ons)
• Ability to coach, correct, and motivate associates professionally
• Detail-oriented with strong organizational habits
• Flexible availability (AM, PM, weekends, holidays as needed)
• Valid driver’s license

Culture Fit Matters Here

We value supervisors who:

• Take ownership instead of passing blame
• Protect the guest experience and the hotel
• Communicate clearly and document properly
• Hold standards consistently, not selectively
• Understand that leadership is earned on the floor

If you’re looking for a role where your judgment is trusted, your leadership matters, and your growth is supported — this is the right desk for you.

Why Join Us

• Supportive leadership team with clear expectations
• Opportunity for growth within Front Office leadership
• Strong operational culture focused on quality and accountability
• A hotel that values proactive problem-solvers, not just box-checkers