Front Office Supervisor

Department: Front Office

Reports to: Front Office Manager & Assistant Front Office Manager

Status: Non-Exempt

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Job Summary: 

Front Desk Supervisor is a unique position in which the attendant will be responsible to manage the Front Desk (Host), Bell Services, Concierge Services, AYS/PBX and Night Audit. The Supervisor will serve as the first impression of the property and be responsible for providing a unique, professional, and most importantly hospitable warm arrival / departure experience.  


Essential Functions: 


  • Front Office Supervisor lead and perform all front office duties including check-ins, check-outs, reservations, guest phone messages and special requests. Supervisors ensure that guests experience a great stay. This position requires diplomatic skills and the ability to deal with people from different cultures and backgrounds. 
  • Front Office Supervisors ensure that all front office and guest services team members receive adequate training in all Front Desk policies and procedures. They assist the Front Office Manager in motivating the team and participate in the training and development of all Front Office staff. Front Office Supervisors make sure all arrivals are blocked and evens out the house count. They check arrivals of VIP guests, oversee possible upgrades, and have the concierge team deliver note cards to guestrooms per hotel chain standards. They verify the accuracy of the cash drawers at the beginning of the shift and supervise the close-out of shift work and cash at the end of the shift. Front Office Supervisors communicate all important information to the following shift to ensure a smooth transition through the Front Desk logbook. 
  • Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest’s name.  
  • Ability to use “Arrival manifesto and Departure manifesto” process when checking in and checking out any guest in a consistent manner. Making sure all Host are using as well. 
  • Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.  
  • Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable. 
  • Process mobile arrivals and execute flawless service in remote check in area. 
  • Ability to engage and navigate high tech amenities and applications.  
  • Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond. 
  • Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.   
  • Assist with guest luggage and receive, store, and deliver both luggage and mail.  



  • Respond to guest inquiries.  
  • Hold associates accountable to complete their “New hire checklist” and “90 days evaluation”.  
  • Follow scheduled shifts and follow break and lunch requirements. 
  • Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.  
  • Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.  
  • Develop and maintain positive working relationships with others. 
  • Report any suspicious activity or unusual items in room. 
  • Report any irregular behavior from guests in public areas and or in room. 
  • Ability to take initiative and handle assignments with limited supervision. 
  • Follow all hotel policies and procedures as outlined in the team member handbook. 
  • Maintain cleanliness and order of work area. 


Qualification Standards: 


Education & Experience 

  • High School diploma or higher 
  • Previous hospitality experience preferred 
  • Previous Opera PMS experience preferred 
  • Excellent customer service skills 
  • Excellent communication skills, both verbal and written 


Physical Demands 

  • Ability to sit or stand for extended periods of time. 
  • Ability to bend. 
  • Ability to lift, pull 50 lbs. 
  • Ability to communicate clearly. 
  • Corrected vision to normal range. 
  • Ability to work long hours as needed. 


Mental Demands 

  • Make sound judgments quickly. 
  • Work on multiple tasks, making appropriate progress towards deadlines. 
  • Able to work independently, take direction, and provide direction to others. 
  • Manage differing personalities within the office, the hotel, and the community. 
  • Maintain the highest degree of confidentiality. 
  • Ability to work effectively in stressful, high-pressure situations. 
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary. 


Career Information

Date Posted:
July 29, 2022

Career Category: