Front Desk Supervisor

About the role

The Front Desk Supervisor at Magnolia Houston Hotel provides exceptional service to both internal and external guests while assisting in leadership, guidance, and support to the front desk team. This role ensures successful day-to-day operations, creates a memorable first impression for guests, and serves as an ambassador for the property.

Responsibilities

• Conduct daily pre-shift meetings to coordinate and communicate with team members in high guest-impact areas (e.g., reservations, guest services, housekeeping) to ensure a smooth guest experience from arrival to departure.
• Demonstrate expertise in hotel features/services, room types, rates, promotions, house counts, room availability, and group activities to respond to guest inquiries accurately and promptly.
• Champion and track departmental and organizational initiatives, such as upsell programs and the CoralTree Delivers Program.
• Ensure front desk agents complete required checklist items at the end of each shift.
• Maintain and execute departmental and hotel policies, including relocation procedures, safe deposit box procedures, key control, billing accuracy, cashiering, safety, and lost/found policies.
• Handle stressful situations with a calm and organized approach, addressing guest concerns with care and urgency to ensure 100% guest satisfaction.
• Ensure sufficient staffing to meet daily business demands.
• Maintain confidentiality of guest information and secure hotel data.
• Foster strong, positive relationships with team members across all departments through regular communication and interaction.
• Assist in recruiting, hiring, training, and managing the talent of new and existing team members.

Qualifications

• High school diploma or GED, with two to three years of related experience and/or training; or an equivalent combination of education and experience.
• Minimum of one year of supervisory experience in a high-volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Proficiency with Windows, Office, and property management systems is highly desirable.
• Ability to understand, speak, read, and write in basic English.
• Strong communication skills, both verbal and written, with the ability to provide clear and professional directions.
• Ability to perform basic arithmetic computations.
• Availability to work varied shifts and flexible schedules.