Front Desk Supervisor

Primary Responsibility

The Front Desk Supervisor oversees daily front desk operations to ensure a seamless, thoughtful guest experience. In addition to performing all Front Desk Agent duties, this role provides leadership, training, and operational oversight of the team.

Key Responsibilities

• Welcome guests and manage check-in / check-out processes
• Anticipate guest needs; respond quickly and professionally to questions and concerns
• Maintain positive guest relations at all times
• Provide local recommendations and assist with concierge-style requests (dining, directions, experiences)
• Recognize special occasions and support the coordination of amenities or gestures
• Deliver amenities and pantry items once rooms are clean and ready
• Respond immediately to maintenance or housekeeping concerns; coordinate with Engineering, vendors, and Housekeeping as needed
• Handle guest concerns professionally; escalate as appropriate and ensure follow-up
• Monitor lobby and common areas for cleanliness and guest readiness

Front Desk Operations

• Assign rooms 7 days in advance; perform upgrades to maximize occupancy
• Review arrivals; confirm notes, alerts, special requests, and action items daily
• Check Action Reports to ensure proper task management
• Process upgrades, extensions, early check-ins, late check-outs; apply fees when appropriate
• Review departing guests; finalize folios, settle outstanding balances, and apply credits
• Complete daily house balance and finalize checkouts accurately
• Monitor and update guest notes and special requests in PMS
• Spot-check guest notes and actions for accuracy and completion
• Cook up to B2B bookings and room moves
• Manage Lost & Found inquiries
• Maintain compliance with payment, discount, credit, and cash-handling procedures
• Assist with documentation for chargebacks or disputed payments

Communication & Coordination

• Provide daily handovers and escalation logs to GM / leadership
• Relay guest escalations and feedback to Central Service Team as appropriate
• Identify group arrivals and in-house groups; audit notes and billing per group agreement
• Collaborate with Housekeeping and Maintenance supervisors to support operational alignment
• Communicate effectively across departments to maintain consistency and service delivery

Team Support & Training

• Provide training, coaching, and guidance to new and existing Front Desk Agents
• Support GM in creating and approving front desk schedules
• Uphold a positive and collaborative team culture
• Promote ongoing staff development, product knowledge, and service standards

General Skills/Qualifications

• Prior hospitality + front desk experience required
• Previous supervisory or team-lead experience preferred
• Strong communication + customer-service skills
• Ability to multitask in a fast-paced environment and remain calm under pressure
• Familiarity with PMS / POS systems preferred
• Excellent attention to detail and follow-through
• Local area knowledge a plus

Pay Range

The Pay Range For This Role Is 21 - 23 USD per hour(Drift Palm Springs)