Front Office Supervisor

Position Overview

The Front Desk Supervisor is responsible for managing front office operations to promote profitability, cost control, and exceptional service. The role includes assisting guests with check‑in and check‑out, answering and processing phone calls, and resolving guest concerns to ensure complete satisfaction. Responsibilities also encompass managing room reservations, front‑office systems, supply inventories, staff scheduling, forecasting, and departmental budgeting to maximize revenue. The position requires consistent and reliable attendance in a 24‑hour, seven‑day environment.

• High School Graduate, GED, or equivalent work experience.
• Proficient computer skills; familiarity with Microsoft Office preferred.
• Experience with hotel systems preferred.
• 1–2 years of experience as a Customer Service Agent and in a leadership role.
• Effective communication skills with guests, management, and coworkers.
• Good written and verbal English communication skills.
• Previous cash handling experience.
• Willingness to work a varied schedule that includes nights, weekends, and holidays.

• Administer department orientation with new hires and conduct ongoing training with existing staff.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Maintain positive guest relations and confidentiality; resolve guest complaints to ensure satisfaction.
• Maintain knowledge of all hotel features, services, rates, packages, daily house count, expected arrivals/departures, and scheduled group activities.
• Be familiar with local attractions and activities to respond to guest inquiries accurately.
• Review daily business levels, anticipate critical situations, and plan effective solutions.
• Monitor cashiering procedures to ensure compliance with accounting policies and standards.
• Print special requests report and block rooms according to specifications.
• Adhere to all department, Commonwealth Lodging Management, hotel policies, procedures, and brand standards.

• Competitive pay based on experience.
• Health, dental, and vision insurance.
• Short‑term and long‑term disability coverage.
• Company‑paid life insurance.
• Paid time off and holiday pay.
• Employee Assistance Program.
• Employee referral bonuses.
• 401(k) retirement plan.
• Tuition reimbursement.
• Travel discounts.
• Opportunities for training, development, and career advancement.
• Incentive bonuses.