Front Desk Supervisor

Reports To: Assistant General Manager / General Manager

Effective Date: 7/31/2026

Employment Type: Full-Time

Company: 505 Hospitality Mgmt

The Front Desk Supervisor is a working lead position responsible for assisting the Assistant General Manager and General Manager in ensuring that front desk associates are performing their duties correctly and delivering consistent, high-quality guest service on every shift. This position leads by example, working alongside the front desk team while serving as the first point of contact for guest needs and the primary on-shift resource for team members.

The Front Desk Supervisor does not handle scheduling, payroll, or hiring and termination decisions — those responsibilities remain with the Assistant General Manager and General Manager. This position represents 505 Hospitality Management's commitment to service excellence and hotel brand standards.

• Lead by example on every shift, actively working the front desk alongside associates to demonstrate proper procedures, brand standards, and 505 Hospitality Management service expectations.
• Monitor front desk associates during the shift to ensure guests are being greeted, checked in, checked out, and assisted in accordance with hotel and brand standards.
• Provide real-time coaching and positive feedback to associates during the shift; report ongoing performance concerns to the AGM or GM for follow-up.
• Serve as the first point of escalation for front desk associates who need guidance, support, or assistance during the shift.
• Ensure all daily front desk checklist items are completed and that end-of-shift reports are accurate and completed on time.
• Communicate any operational issues, guest concerns, or team matters to the AGM or GM promptly and clearly.
• Assist the AGM and GM with onboarding and side-by-side training of new front desk associates as directed.

• Perform all front desk functions including guest check-ins and check-outs, room assignments, and reservation processing accurately and efficiently using the property management system.
• Answer incoming telephone calls promptly and professionally; direct calls, take messages, and enter wake-up calls as needed.
• Process payments, post charges, and reconcile guest accounts at checkout in accordance with hotel financial policies.
• Take and process reservations accurately; provide guests with information regarding rates, availability, and hotel amenities.
• Issue mail and messages to guests; deliver items to rooms as needed.
• Provide directions and respond to guest inquiries regarding the hotel and surrounding area.
• Manage the Lost and Found process in accordance with hotel procedures.
• Maintain front office equipment and ensure the front desk area is clean, organized, and professionally presented at all times.
• Adhere to and reinforce all hotel brand standards, service standards, and guest satisfaction expectations.

• Handle guest complaints and concerns with professionalism, empathy, and a solution-oriented approach; escalate unresolved issues to the AGM or GM as needed.
• Proactively anticipate and address guest needs before they become concerns.
• Model exceptional guest service behavior at all times to set the standard for the front desk team.
• Protect guest privacy and handle all personal and financial information in accordance with hotel policy and applicable law.

• Adhere to all hotel Safety and Security policies and procedures at all times.
• Ensure front desk associates follow all safety, security, and emergency procedures during the shift.
• Report any safety hazards, maintenance concerns, or unusual activity to the AGM or GM immediately.
• Perform other duties as assigned by the Assistant General Manager or General Manager.

• High school diploma or equivalent required.
• Minimum one year of front desk or guest services experience in a hotel environment required; select service hotel experience preferred.
• Prior lead or informal supervisory experience preferred; demonstrated ability to positively influence team behavior through example.
• Strong verbal and written communication skills; ability to…