Front Desk Supervisor

Job Title: Front Desk Supervisor Department: Front Office / Guest Services Reports To: Front Office Manager / Direct of Front Office Location: Hotel Front Desk Operations Job Summary The Front Desk Supervisor supports the Front Office Manager and hotel leadership team in overseeing daily front desk operations, ensuring exceptional guest service, accurate administrative processes, and effective supervision of front desk staff. This role helps maintain service standards, manages guest interactions, and ensures compliance with hotel policies, procedures, and brand standards. The Front Desk Supervisor acts as the leader on duty in the absence of the Front Office Manager and serves as a key liaison between departments to ensure smooth hotel operations. Key Responsibilities Front Desk Operations Supervise daily front desk activities including guest check-in, check-out, room assignments, and cash handling. Ensure all guest interactions reflect high standards of hospitality and professionalism. Resolve guest complaints and service recovery issues promptly and effectively. Monitor front desk systems, reservations, and room status to ensure accuracy. Ensure compliance with hotel policies, brand standards, and operating procedures. Maintain cleanliness and organization of the front desk and lobby areas. Mandatory shift hand-off notes for all front desk staff. Communicate effectively with housekeeping, maintenance, and management regarding guest needs and room availability. Customers-first focus at all times. Team Leadership & Training Supervise, train, and mentor front desk agents and guest service staff. Coordinate daily schedules, shift coverage, and break periods to ensure proper staffing levels. Lead by example in professionalism, teamwork, and guest service excellence. Assist with performance evaluations, coaching, and corrective action when necessary. Support onboarding and ongoing training for new and existing team members. Conduct opening and closing shift procedures with front desk and management teams. Guest Service & Communication Act as a point of contact for VIP guests, group arrivals, and special requests. Ensure effective communication between shifts and departments. Document guest incidents, service recovery actions, and follow-up needs. Promote hotel amenities, services, and local attractions to enhance the guest experience. Cash Handling & Compliance Ensure proper cash handling, balancing, and audit procedures are followed. Monitor compliance with PCI standards and guest privacy protocols. Assist with night audit preparation and coordination as needed. Operational Support Collaborate with housekeeping, maintenance, sales, and food & beverage teams to ensure seamless guest experiences. Assist in managing room inventory, upgrades, and occupancy challenges. Step in for the Front Office Manager when needed. Mandatory shift hand-off notes for all front desk staff. Qualifications Proven experience as a Front Desk Supervisor, Lead Front Desk Agent, or similar role in a hotel environment. Strong knowledge of hotel property management systems (PMS). Excellent leadership, communication, and problem-solving skills. Ability to handle guest concerns with professionalism and discretion. Ability to work flexible hours, including evenings, weekends, and holidays. Customer service or hospitality-related education preferred. Physical Requirements Ability to stand for extended periods. Ability to lift up to 50 lbs Comfortable working in a fast-paced hotel front desk environment.