Front Desk Supervisor

About the role

The Front Desk Supervisor leads the Guest Services team to deliver exceptional guest experiences from arrival through departure. This role oversees front‑desk operations during assigned shifts, coaches associates, resolves guest concerns, and supports financial and operational goals while ensuring compliance with brand standards.

Key responsibilities

• Supervise daily front‑desk activities, including check‑in, check‑out, reservations and concierge services.
• Lead by example, providing outstanding guest service and assisting the team during busy periods.
• Ensure associates follow company policies, brand standards and operating procedures.
• Respond promptly to guest inquiries, resolve complaints and manage service recovery.
• Maintain knowledge of hotel amenities, local attractions and loyalty programs.
• Handle cash accurately, balance drawers and adhere to financial controls.
• Review nightly audit reports, address discrepancies and support revenue forecasting.
• Monitor guest‑satisfaction scores, online reviews and service metrics, implementing improvements as needed.
• Maintain a clean, organized and professional front‑desk environment.

Required profile

• High school diploma or equivalent.
• Minimum three (3) years of hotel front‑desk or guest‑services experience, including at least one (1) year in a supervisory role.
• Strong leadership, coaching and customer‑service abilities.
• Excellent communication skills with guests, associates and management.
• Flexibility to work evenings, weekends, holidays and special events.

Required skills

• Experience with hotel property management systems (PMS).
• Proficiency in Microsoft Office Suite.
• Familiarity with guest‑satisfaction platforms.