Front Office

The Front Office Supervisor supports the Front Office Manager in planning, organizing, and directing Front Office operations to ensure the highest standards of service, efficiency, accuracy, professionalism, and guest satisfaction. This role provides daily leadership to Front Office Team Members, oversees operational functions, ensures policy compliance, resolves guest concerns, and supports financial and reporting responsibilities. The Supervisor builds and manages effective teams while serving as a role model for exceptional customer service.

1. Team Leadership & Supervision

   • Provides guidance, coaching, and leadership to Front Office Team Members, including Guest Services, Registration, Room Inventory, PBX/Communications, and Bell Services.

   • Assigns daily tasks, manages workflow, distributes workload, and ensures adequate coverage.

   • Provides performance feedback, participates in evaluations, and communicates work-related or disciplinary issues to management.

   • Serves as a subject-matter expert and assists with training and development.

   • May oversee timekeeping responsibilities.

2. Guest Services Operations

   • Ensures Guest Services Agents review expected arrivals, perform check-ins and check-outs according to established procedures, maintain accurate guest billing, and handle after-hours reservations.

   • Ensures consistent delivery of high-quality guest service standards.

3. Policy & Knowledge Compliance

   • Ensures Team Members comply with all hotel policies, procedures, and service standards.

   • Confirms staff maintain up-to-date knowledge of hotel services, facilities, events, pricing, policies, and local attractions.

4. Guest Relations & Issue Resolution

   • Resolves guest complaints within scope of authority and escalates issues when appropriate.

   • Demonstrates tact, patience, and diplomacy when addressing challenging guest situations.

   • Communicates effectively with other departments to fulfill guest needs.

   • Keeps management informed of guest complaints, safety concerns, disruptive behavior, missing items, or unusual incidents.

5. Safety & Compliance

   • Follows all safety policies and procedures and reports hazards promptly.

   • Responds appropriately to emergency situations.

   • Complies with OSHA requirements, PPE usage, and the hotel's Hazardous Materials (HAZMAT) program.

   • Reports defective or improperly fitting equipment to management.

6. Attendance

   • Reports to work as scheduled, on time, and maintains reliable attendance.

1. Performs Guest Services Agent or other departmental duties during peak periods or as needed.

2. Participates in training sessions and required meetings to enhance job knowledge.

3. Responds to emergency calls and ensures operational coverage to maintain guest service excellence.

4. Runs and analyzes reports related to guest satisfaction, occupancy, revenue, and operational performance.

5. Reports unsafe conditions, maintenance needs, and workplace accidents promptly.

This job description is not intended to be all-inclusive. Management reserves the right to modify duties as business needs require and to make reasonable accommodations.

1. High school diploma or GED required; equivalent education and experience considered.

2. Minimum of two (2) years of related hospitality or customer service experience.

3. Demonstrated ability to lead, mentor, and train staff to meet or exceed guest expectations.

4. Excellent customer service and communication skills; ability to work with diverse populations.

5. Basic mathematical skills for problem-solving and financial accuracy.

6. Proficiency in computer systems and accounting or property management software.

7. Strong attention to detail, logical reasoning, and problem-solving skills.

8. Ability to remain calm, alert, and professional during high-volume or emergency situations.

9. Proficiency in speaking, reading, writing, and understanding English.

10. Ability to work independently and collaboratively in a team environment.

11. Completion of all required training.

12. Flexibility to work varying schedules, including weekends, holidays, and alternate shifts.

13. Maintains a professional appearance and demeanor at all times.

• Regular standing and walking for extended periods.

• Frequent use of hands and fingers for data entry, telephone, and office equipment operation.

• Occasional lifting of luggage or equipment (up to 25 lbs occasionally; 10 lbs frequently).

• Frequent reaching, repetitive motions, and occasional bending, stooping, kneeling, or crouching.

• Regular verbal communication and auditory ability to interact with guests and staff.

• Requires close visual acuity for computer screens, documents, and guest interactions.

• Works primarily indoors with moderate noise levels and occasional exposure to environmental odors or dust.

• May be exposed to office-related electrical equipment hazards.