Front Desk Supervisor

The following Core Responsibilities represent the primary duties and key priorities of this position. They are grouped into two categories: Job Functions and Professionalism and Style Expectations. A Physical Requirements section follows, outlining expectations applicable to all positions. Each responsibility is assigned a weight indicating the percentage of the job it represents. For performance evaluations, the Core Responsibilities account for 90% of the overall score, while the Professionalism and Style Expectations make up the remaining 10%. Job Function Front Office Operations and Leadership Supervise daily front desk operations to ensure efficient guest service and workflow. Assist with guest check-ins and check-outs while ensuring accuracy and professionalism. Support Front Desk Agents with guest service issues and operational needs. Resolve guest complaints and service concerns in a timely and professional manner. Coordinate with housekeeping, maintenance, and other departments regarding room status and guest needs. Monitor reservations, room assignments, and payment processing to ensure compliance with hotel procedures. Maintain accurate guest records within the Property Management System (PMS). Assist with training and onboarding of new front desk associates. Ensure all associates adhere to hotel policies, procedures, and service standards. Create and adjust front desk schedules based on business levels and operational needs. Maintain confidentiality of guest and hotel information. Assist with daily reports, shift audits, and administrative tasks as required. Ensure the front desk and lobby areas remain clean and organized. Follow all standard operating procedures related to front office operations. Attend all required meetings and trainings. Assist with additional duties as assigned by management. Professionalism and Style Expectations Personal Effectiveness Complete tasks thoroughly, professionally, and with attention to detail. Adapt to high-pressure situations and changing business demands. Take responsibility for personal growth and leadership development. Present a professional appearance and maintain grooming standards. Set a positive example for all front desk associates while maintaining accountability. Communication Communicate clearly and professionally with guests, team members, and management. Actively listen to guest concerns and respond appropriately. Share relevant operational information with appropriate departments in a timely manner. Treat co-workers, supervisors, and guests with respect at all times. Physical Requirements These are required of every associate: Ability to stand for extended periods of time. Ability to lift a minimum of 50 pounds. Ability to push, bend, stoop, reach overhead, and perform tasks requiring manual dexterity. Ability to hear, write, and communicate effectively. Ability to operate office equipment including computers and telephones. Additional duties may be assigned as needed. Additional Responsibilities Specific to This Position Must possess a working knowledge of hotel front office operations and procedures. Must have a basic understanding of applicable federal, state, and local regulations. Must demonstrate strong customer service, leadership, mathematical, and computer skills. High school diploma or equivalent is required; additional education is preferred. Ability to obtain any required certifications or training in a timely manner. CPR certification is preferred; first aid training is a plus. Additional language proficiency is preferred.