Front-Office Supervisor

Job Description

As the Front Desk Supervisor at The Garden Hotel & Resort, a 155-room full-service property, you will support the Front Desk Manager in overseeing daily front office operations and ensuring a smooth, efficient guest experience. You will provide hands-on leadership during shifts, guiding front desk agents through check-in/check-out, guest inquiries, and service recovery while maintaining high service standards. You will assist with team supervision, training, and scheduling, monitor guest satisfaction, and ensure accuracy in billing, cash handling, and audit procedures. Working closely with housekeeping, maintenance, and food and beverage, you will help coordinate room readiness and guest requests. This role is ideal for a service-driven professional who leads by example and thrives in a fast-paced hotel environment.

Key Responsibilities

• Supervise Front Desk and Guest Services team members during assigned shifts, ensuring service standards are met

• Support training, coaching, and daily performance oversight of front desk staff

• Act as the first point of escalation for guest concerns; resolve issues promptly and professionally

• Lead by example with a visible, hands-on presence during peak arrival and departure times

• Assist in monitoring guest satisfaction scores and implementing service improvements

• Ensure smooth front office operations including check-in/check-out, reservations, and billing accuracy

• Coordinate with Housekeeping, Maintenance, and Food & Beverage to support seamless operations

• Assist with staff scheduling and shift coverage based on business levels

• Support handling of VIP arrivals, group check-ins, and special requests

• Maintain compliance with cash handling, audit, and internal control procedures

• Complete daily cash drops and assist with basic ledger and report reviews

• Review daily arrivals, departures, and in-house reports to anticipate operational needs

• Promote loyalty programs and upsell opportunities

• Maintain a clean, organized, and professional front desk and lobby environment

• Serve as Manager on Duty when assigned

• Assist with front office systems and technology use

Must-Have Qualifications

• 2–4 years of experience in Front Office or Guest Services operations

• Prior supervisory or lead experience in a hotel environment preferred

• Strong guest service and service-recovery skills

• Effective communication and interpersonal skills

• Ability to lead by example and support team performance

• Experience with PMS platforms (Mews a plus)

• Ability to multitask in a fast-paced environment

• Flexible schedule, including weekends, holidays, and evenings

Physical Demands

• Ability to stand and walk for extended periods (up to 8–10 hours)

• Frequent bending, lifting, and reaching

• Ability to lift up to 50 lbs

• Comfortable in fast-paced, high-traffic environments

• Reasonable accommodations may be made for individuals with disabilities

Other Information

• FLSA Classification: Exempt 

• Reports To: Front-Office Manager

• Work location: Onsite at The Garden Hotel, Fort Lauderdale, FL

• Work environment: Reception presence. Exposure to hot, cold, or and/or humid environments. 

• Work schedule: This position may require availability during evenings, weekends, and holidays, depending on business needs. Flexibility in scheduling is essential in a hospitality environment.

Benefits & Perks 

Stay Hospitality offers a competitive benefits package designed to support your well-being and work-life balance. Eligibility for specific benefits may vary based on employment status, job classification, and tenure.

Depending on your role and eligibility, benefits may include:

• Health, dental, and vision insurance

• Paid time off and holidays

• Flexible scheduling options

• Employee discounts at Stay Hospitality properties

• Opportunities for professional development and career growth