Front Office Supervisor

About The Role

As the Front Office Supervisor for our property, you will be a key leader in the daily operation of the front desk and lobby area. In this hourly, full-time role, you will oversee front office associates, ensure exceptional guest service, and maintain smooth and efficient check-in/check-out procedures. You will work closely with management and other departments to support a welcoming, well-organized front office environment that reflects our service standards and brand values.

What You'll Do

• Supervise daily front office operations for a 123 room property, including check-in, check-out, and guest inquiries
• Lead, support, and motivate front desk associates to deliver consistently high levels of guest service
• Ensure all front office procedures, policies, and standards are followed and properly documented
• Monitor front desk performance, appearance, and professionalism, providing coaching and feedback as needed
• Handle guest concerns, complaints, and special requests promptly and courteously, escalating issues when necessary
• Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and smooth guest experiences
• Assist with scheduling, task assignments, and shift coverage to maintain adequate front desk staffing
• Oversee cash handling, posting of charges, and reconciliation of front office transactions in accordance with company policies
• Train new front office team members on systems, procedures, and service standards
• Maintain accurate records, reports, and logs related to occupancy, arrivals, departures, and guest feedback
• Support the implementation of upselling, cross-selling, and guest loyalty initiatives at the front desk
• Ensure compliance with safety, security, and confidentiality guidelines for guests and staff
• Participate in regular staff meetings and contribute to continuous improvement of front office operations

Qualifications

• Previous front office or front desk experience in hospitality or a similar customer-facing environment
• Prior supervisory or team lead experience, preferably in a hotel or lodging setting
• Strong customer service skills with the ability to handle challenging situations calmly and professionally
• Proficiency with hotel property management systems (PMS) and basic office software (e.g., email, spreadsheets)
• Excellent verbal and written communication skills in English
• Strong organizational skills and attention to detail in a fast-paced environment
• Ability to work a full-time hourly schedule, including evenings, weekends, and holidays as needed
• Reliable, punctual, and able to manage multiple tasks while maintaining service quality
• Basic understanding of cash handling and reconciliation procedures
• High school diploma or equivalent; additional hospitality or business-related education is a plus