Position Description:
Position Summary
The Front Office Supervisor is responsible for overseeing daily front desk operations to ensure exceptional guest service, smooth check-in/check-out processes, and efficient coordination among front office team members. This role acts as a key leader on shift, supporting the front desk team and ensuring all guest needs are handled promptly and professionally.
Key Responsibilities
Supervise daily front desk operations, including check-in, check-out, reservations, and guest services
Lead, coach, and support front desk agents during assigned shifts
Ensure a consistently high level of guest satisfaction and service recovery when needed
Handle guest concerns, complaints, and special requests in a professional and timely manner
Monitor room inventory, availability, and special requests in coordination with housekeeping and maintenance
Ensure accurate cash handling, billing, and shift closing procedures
Assist with training new front desk team members and reinforcing brand standards
Maintain a visible presence in the lobby to support both guests and team members
Communicate important operational updates between shifts and departments
Support emergency procedures and ensure guest safety protocols are followed
Qualifications
Previous front desk or guest services experience required (supervisory experience preferred)
Strong customer service and conflict resolution skills
Excellent communication and leadership abilities
Comfortable working in a fast-paced hospitality environment
Basic computer skills; experience with hotel PMS systems preferred
Flexible availability, including evenings, weekends, and holidays
Preferred Attributes
Calm and professional under pressure
Strong attention to detail and organization
Team-oriented leadership style
Ability to multitask and prioritize guest needs effectively
Work Environment
This position operates in a hotel front office setting and requires standing for extended periods, frequent interaction with guests, and coordination with multiple departments throughout the property.
