Front Office Supervisor

Position Summary

The Front Office Supervisor is responsible for delivering superior guest service in a fast‑paced hotel environment, ensuring 100% guest satisfaction while overseeing front‑office operations and PBX communications.

• Receive and process incoming guests, ensuring a seamless arrival and departure experience.
• Handle all guest registration and transaction procedures, including processing customer credit in accordance with hotel policy and data privacy standards.
• Answer and field all internal and external hotel calls.
• Maintain up‑to‑date knowledge of hotel accommodations, services, local attractions, and internal communications.
• Address guest compliments, comments, observations, and challenges promptly to achieve full satisfaction.
• Record resolutions to guest complaints on the “Make it Right” log and notify Accounting of special billing instructions.
• Coordinate with other departments to arrange requested services for guests.
• Encourage day‑to‑day upselling of guest accommodations and promote hotel amenities, food & beverage outlets, hotel services, and loyalty programs.
• Make reservations in alignment with the hotel’s yield‑management practices.
• Prepare end‑of‑shift summaries and communications for management and following shifts.
• Stock and replenish front‑office tools and materials as needed.
• Supervise front‑office staff, assisting management with scheduling, training, evaluation, and ongoing feedback.
• Model exemplary customer service, ensuring billing and cash handling follow hotel procedures.
• Identify, suggest, and implement improvements to front‑office processes.
• Work proactively to prepare for hotel events and initiatives that enhance guest satisfaction.
• Serve as a role model for teamwork, empathy, and problem resolution when guest issues arise.

• Minimum two years’ experience in a hotel front‑desk position.
• Previous management or supervisory experience required.
• High school diploma or GED required; bachelor’s degree preferred.
• Strong organizational, critical‑thinking, and problem‑solving skills.
• Proficiency in reservation and reporting systems as well as Microsoft Office suite.
• Ability to work well in stressful, high‑pressure situations.
• Strong verbal and written communication skills; ability to follow instructions accurately.
• Team player who can also work independently.
• Excellent attention to detail and strong mathematical skills.
• Commitment to exceptional guest service and willingness to work a flexible schedule, including weekends and holidays.

Requires standing, stooping, or bending for the entire shift and lifting up to 20 pounds.

Choice Hotels International is an equal‑opportunity, affirmative‑action employer and does not discriminate on the basis of race, religion, gender, sexual orientation, national origin, age, or any other protected class.