Front Office Supervisor

About the role

The Front Office Supervisor oversees the operations of the front desk, guest services, and lobby experiences. Key responsibilities include driving guest satisfaction, managing daily front office logistics, mentoring team members, and ensuring the property maintains a high standard.

Responsibilities

• Select, train, schedule, coach, and support associates, ensuring they meet established standards and core values.
• Oversee front office operations in absence of the Front Office Manager or Assistant General Manager.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• Resolve guest complaints and concerns through thorough research and effective solutions.
• Monitor and maintain front office systems and equipment for optimal performance.
• Perform front office bookkeeping activities, including balancing accounts, conducting audits, handling cash, making change, and processing collections.
• Close out guest accounts at check-out and negotiate compromises if necessary.
• Create and confirm reservations, promoting company and brand-specific marketing programs.
• Develop and implement action plans to address guest service deficiencies.

Requirements

Associate’s or Bachelor’s degree in hospitality, business, or a related field is preferred. One to three years of related hospitality or customer service experience is required, with prior supervisory experience preferred. Intermediate knowledge of hotel operations, property management systems, and basic front office financial controls is needed. Strong communication and interpersonal skills are essential for handling guest relations and leading a diverse team.

Qualifications

Intermediate knowledge of overall hotel operations, property management systems, and basic front office financial controls.

Skills

• Strong communication and interpersonal skills.
• Ability to handle guest relations effectively.
• Leadership and mentoring abilities.
• Knowledge of hotel operations and financial controls.

Benefits

• Medical, Dental, and Vision Health Insurance
• Paid Time Off
• 401(k) Company Match
• Free Basic Life Insurance
• 24/7 access to TELUS Health
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Quarterly Bonuses and Incentives
• Employee Assistance and Wellness Program
• Education/Professional Development Technology Reimbursements
• Referral Bonus Program

Schedule

Work schedule varies and may include working on all shifts, holidays, and weekends. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.