Front Desk Supervisor

We are seeking a Front Desk Supervisor to lead front desk operations during assigned shifts. This role supports front desk employees, provides excellent guest service, resolves concerns, and keeps front office procedures accurate and organized.

• Lead daily front desk operations and provide direction to front desk employees.
• Ensure the desk is staffed, organized, and prepared for arrivals, departures, and special requests.
• Complete accurate check-ins and check-outs, including reservations, rates, payments, and guest information.
• Monitor room availability and communicate room-status changes with Housekeeping and Management.
• Balance the front desk, complete required reports, and follow cash and credit-card procedures.

• Welcome guests and provide friendly, professional assistance.
• Resolve complaints and difficult situations calmly, promptly, and respectfully.
• Follow up on guest concerns and take ownership until they are resolved.
• Answer questions about hotel services, amenities, transportation, and local attractions.

• Train, coach, and support front desk employees, including new hires.
• Promote teamwork, accountability, and consistent service standards.
• Share important shift information, outstanding issues, VIP details, and special requests.
• Coordinate with Housekeeping, Maintenance, Reservations, Management, and other departments.
• Assist with scheduling, shift coverage, administrative tasks, and special projects as needed.

• Follow hotel safety, emergency, privacy, and security procedures.
• Protect guest information, keys, cash, and hotel property.
• Report maintenance, safety, security, or guest concerns promptly.
• Maintain accurate records and assist with billing questions, deposits, account discrepancies, and night-audit preparation when applicable.

• Hotel or hospitality experience preferred; supervisory or leadership experience is a plus.
• Strong customer service, communication, organization, and problem-solving skills.
• Able to remain calm, multitask, and prioritize in a fast-paced environment.
• Basic computer skills and the ability to learn hotel operating systems.
• Able to work independently and as part of a team.