Overview

We are seeking a dedicated and professional Front Desk Supervisor to oversee the daily operations of our front desk team. The ideal candidate will possess exceptional customer service skills and a strong background in hospitality, ensuring that all guests receive a warm welcome and outstanding service. This role requires proficiency in managing multi-line phone systems and providing guest services in a fast-paced environment. Multilingual or bilingual candidates are highly encouraged to apply, as they will enhance our ability to serve a diverse clientele. The schedule is assigned based on seniority. For this position, most shifts will typically be from 3:00 PM to 11:30 PM.

Responsibilities

Leadership & Team Development

• Report directly to the Front Office Manager (FOM) and serve as Manager on Duty in their absence.
• Support the leadership of the Front Desk team, including staff orientation, training, coaching, and ongoing development.
• Conduct performance reviews and provide constructive feedback to maintain high team performance.
• Foster a collaborative, professional, and positive work environment.
• Implement and uphold Standard Operating Procedures (SOPs), ensuring consistent service excellence and compliance with Front Office standards.

Guest Experience & Service Excellence

• Greet and check in guests efficiently and courteously, using the guest’s name whenever possible.
• Ensure accurate room assignments, requested room types, and proper rate application.
• Coordinate luggage delivery and issue correct room keys.
• Manage guest check-outs, confirm satisfaction, post late charges, present folios, and process payments accurately (credit card or cash).
• Handle guest inquiries, concerns, and complaints with professionalism and urgency, accommodating special requests whenever possible.
• Provide accurate information regarding hotel services, operating hours, in-house events, key personnel, and local directions.
• Respond promptly and effectively to guest requests in person and by phone.
• Review all special requests, VIP arrivals, and early arrivals at the beginning of each shift to ensure proper preparation and execution.
• Prepare and submit weekly incident reports, ensuring accurate documentation of guest concerns, operational challenges, and resolutions.
• Conduct follow-up reviews on incidents and guest complaints to ensure proper resolution and identify opportunities for service improvement.

Operations & Financial Accountability

• Maintain and reconcile a balanced cash float at the beginning and end of each shift.
• Process cash transactions, make change, and exchange foreign currency as required.
• Stay informed on promotional programs, new procedures, and ongoing projects, ensuring the team remains updated.
• Utilize multiple computer systems to manage reservations, guest check-in/check-out, mobile check-in, and guest requests.

Cross-Departmental Collaboration

• Accept reservations, modifications, and cancellations in the absence of Reservations staff.
• Answer and direct guest calls appropriately when Reservations Agents are unavailable.
• Assist Concierge, Bell Staff, and provide lobby coverage during high-volume periods or staff absences.
• Provide basic troubleshooting support for in-room amenities, including internet, television, and check-in kiosks.
• Work closely with the Bell/Door team to coordinate luggage handling, deliveries, and special requests.
• Partner with Housekeeping to ensure room readiness and seamless guest transitions.
• Proactively communicate any special accommodations or updates to relevant departments to ensure a seamless and elevated guest experience.

Additional Responsibilities

• Perform other duties as assigned to support hotel operations and ensure an exceptional guest experience.

Qualification:

· Must have a passion for delivering outstanding service

· Self-motivated, decisive, responsible and driven to achieve goals

· Strong interpersonal skills, exceptional oral and written communication skills

· Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills

· Able to remain calm under pressure

· Must be organized and detail oriented

· Strong multi-tasking skills

· Must be able to stand for an entire shift

· Ability to work flexible hours, including days, evenings, nights, weekends, holidays and overnight shifts

· Fluent in English. Proficiency of a secondary language would be an added advantage

· Minimum 3 years experience as a Front Desk Supervisor

· Relevant experience in a similar capacity in a luxury hotel

· Proficient in Word, Excel and Outlook

· Experience with property management systems would be an added advantage

· College education in Hospitality preferred or equivalent experience

Job Type: Full-time

Pay: $28.65-$33.66 per hour

Benefits

• Extended health care

Application question(s):

• The anticipated start date for this position is July 1, 2026. Would you be available to begin employment on that date?
• Most shifts for this position are scheduled from 3:00 PM to 11:30 PM. Occasionally, shift times may vary based on operational needs, employee vacations, or approved time-off requests. Are you comfortable with this schedule flexibility?

Experience

• Front Desk Supervisor: 1 year (preferred)

Work Location: In person