Front Desk Supervisor

Position Summary

The Front Desk Supervisor provides day-to-day leadership for the Guest Services team, ensuring exceptional guest experiences from arrival through departure. This position oversees front desk operations during assigned shifts, coaches associates, resolves guest concerns, and supports operational and financial objectives while maintaining compliance with company and brand standards.

Essential Duties and Responsibilities

• Supervise daily front desk operations to ensure efficient guest check-in, check-out, reservations, and guest service activities.
• Lead by example by providing exceptional guest service and assisting the front desk team during busy periods.
• Ensure front desk associates follow company policies, brand standards, and established operating procedures.
• Assist with front desk, concierge, bell services, and other guest service functions as operational needs require.
• Respond promptly and professionally to guest questions, requests, concerns, and service recovery opportunities.
• Resolve guest complaints with a solution-oriented approach while escalating complex situations when appropriate.
• Promote a welcoming environment by ensuring every guest receives courteous, attentive, and professional service.
• Maintain knowledge of hotel amenities, local attractions, and brand loyalty programs to assist guests effectively.
• Ensure accurate cash handling, balancing of cash drawers, and adherence to financial controls.
• Review daily reports prepared by Night Audit and address discrepancies or operational concerns.
• Aid in revenue forecasting, occupancy planning, and daily operational reporting.
• Ensure proper documentation and recordkeeping in accordance with company policies.
• Ensure compliance with PAH Management policies, hotel operating procedures, and brand standards.
• Maintain a clean, organized, and professional front desk environment.
• Perform other duties as assigned by the Front Office Manager or General Manager.

What You Bring

• 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 or leadership role.
• Strong leadership, coaching, and customer service skills.
• Ability to effectively communicate with guests, associates, and leadership.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and special events.

Preferred

• Experience using hotel property management systems (PMS) and Microsoft Office Suite.
• Previous supervisory experience within a Marriott, Hilton, or Hyatt branded hotel.
• Experience with hotel property management systems.
• Experience with guest satisfaction platforms and brand quality programs.

Work Environment and Physical Requirements

• This position is based on-property in Cape Canaveral, FL.
• Ability to stand and walk for extended periods while supervising front desk operations and assisting guests.
• Frequently move throughout the hotel to support guest service needs, inspect public areas, and collaborate with other departments.
• Occasionally lift, carry, push, or pull items weighing up to 25 pounds, including guest luggage, office supplies, or packages.
• Ability to bend, reach, stoop, and use stairs as needed while performing operational duties.
• Ability to remain in a stationary position for periods while using computers, telephones, and other office equipment.
• Requires visual acuity to review reservation information, financial reports, and computer screens, as well as the ability to communicate effectively in person and by telephone.
• Work is performed in a hotel environment with frequent interaction with guests, moderate noise levels, and varying activity throughout the day.

Compensation and Benefits

• Cash Handling, Balancing of Cash Drawers, and Adherence to Financial Controls.
• Short-Term and Long-Term Disability.
• 401(k) Retirement Plan.
• Term Life and AD&D Insurance.
• Employee Incentive Program.
• Voluntary Life Insurance (self, spouse, and child).
• Hotel Stay Perks (Marriott and Hilton programs).
• Accident, Critical Illness, and Hospital Indemnity Insurance.
• Education Reimbursement.
• Paid Time Off.
• Manager in Training Program (where applicable).

About PAH

Phoenix American Hospitality Management, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.