Front Office Supervisor

The Front Office Supervisor plays a vital role in overseeing daily front desk operations, ensuring exceptional guest service, and supporting the Front Office Manager. This position directly impacts guest satisfaction and operational efficiency by leading a team that manages check-ins, check-outs, reservations, and guest inquiries with professionalism and care. HOW YOU?LL SHAPE THE EXPERIENCE & FUTURE * Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel?s brand standards. * Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences. * Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences. * Assist in training new employees and fostering a collaborative, motivated team environment. * Assist in requesting, organising, delivering special amenities to guests. * Organize in-room decor for guests to celebrate special occasions. * Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments. * Assist in answering phones in PBX * Assist in rooms control desk. * Assist in room reservations. * Assist bell services and baggage storage. * Support management in implementing new processes and technology enhancements to improve front desk efficiency. * Other duties as assigned. KEY STRENGTHS FOR SUCCESS * Strong leadership and team-building skills with a hands-on approach * Excellent communication and interpersonal abilities * Detail-oriented with strong organizational skills and multitasking capability * Ability to remain calm and professional in high-pressure situations * Proficient in front office systems (PMS) and basic office software * A genuine passion for hospitality and creating memorable guest experiences PROFESSIONAL EXPERIENCE * Minimum 2 years of experience in front desk operations within the hospitality industry * Previous supervisory or leadership experience preferred * Familiarity with hotel property management systems and reservation platforms * Proven track record of delivering excellent customer service and managing guest relations ACADEMIC BACKGROUND * High school diploma or equivalent required * Associate or Bachelor?s degree in Hospitality Management or related field preferred but not required Benefits * Medical, dental, and vision (HSA available) * Company-paid disability & life insurance * Employee Assistance Program * Supplemental benefits * 401(k) with match * Employee discounts * Paid vacation & sick time