Front Desk Supervisor

Position Summary:

Our hotel Front Desk Supervisor serves as both the welcoming face of the property and a key player in driving hotel revenue. The position combines front desk responsibilities with proactive involvement in sales efforts to support the hotel's business goals while ensuring the highest standards of hospitality are met and maintained. This team player must have a professional and upbeat personality, be articulate, and have a desire to deliver outstanding customer service. Excels at multitasking, is highly organized, and detail-oriented.

Duties and Responsibilities:

• Lead and inspire the Front Office team to consistently deliver exceptional service.


• Oversee departmental operations, ensuring all team members comply with established hotel policies and procedures.


• Ensure staff are thoroughly trained in Property Management System functions and Brand Portal usage.


• Resolve guest concerns with professionalism and empathy, delivering courteous and effective solutions.


• Fulfill responsibilities related to Guest Rewards and Loyalty program.


• Collaborate with the Director of Sales to manage group room blocks and meeting space reservations.


• Assist in responding to group sales leads and inquiries on time.


• Ensure group booking requirements are met, with responses or follow-up completed within 48 hours.


• Prepare group-related correspondence, including proposals, agreements, and thank you letters.


• Enter and manage group functions in the property management system with efficiency.


• Communicate arrival and departure details to relevant departments.


• Coordinate timely preparations for group arrivals, ensuring completion of rooming lists, key packets, and porterage requirements.


• Work with the management team to forecast demand and yield rates to optimize hotel revenue.


• Stay informed of current promotions and packages and apply effective sales strategies to maximize occupancy.


• Work closely with Housekeeping and Maintenance to enhance guest satisfaction and foster strong cross-departmental communication.


• Maintain accurate records of training and performance.


• Review daily reports and resolve discrepancies. Ensure the proper completion of shift checklists.


• Remain current on brand standards, procedural changes, and required training.


• Provide shift coverage as needed (including weekends and holidays) and adhere to scheduled start times.


• Complete all mandatory company and brand-specific training and/or certifications in a timely manner.


• Ensure the cleanliness and presentation of the workplace and lobby at all times.


• Monitor inventory levels for office and stationery supplies.


• Uphold standards of professional appearance, including wearing appropriate attire and a nametag.


• Manage distribution of hotel keys responsibly and maintain guest confidentiality.


• Abide by all safety and security protocols, promoting a safe work environment.


• Demonstrate thorough knowledge of hotel services, amenities and local attractions.


• Follow emergency procedures and report incidents or injuries to management immediately.


• Comply with master key handling and security policies.


• Accurately documents and reports lost and found items.


• Comply with timekeeping procedures for shifts, breaks and lunches.


• Participate in meetings and training sessions as required.


• Perform additional duties or tasks assigned to support departmental success.

• Physical, Mental and Environmental Demands:


• Must be able to perform job functions with attention to detail, with efficiency and under time constraints.


• Must be able to push and pull up to 50 lbs. and carry up to 20 lbs.


• Must be able to bend, reach, kneel, pivot and grip items while working in guest rooms.


• Follow directions thoroughly and work with minimal supervision.

• Skills, Educational Background, Experience and Basic Expectations:


• High School Diploma or GED required.


• College Education/Business Administration knowledge.


• Minimum 1 year of Front Office/Guest Service experience with personnel management.


• Excellent communication and customer service skills.


• Able to professionally write and communicate in English.


• Able to organize, plan and manage workload.


• Work cohesively with co-workers as part of a team.


• Able to prioritize and work effectively in a fast-paced environment.


• Proficient in Microsoft programs.