Front Desk Supervisor

Job Summary
The Hotel Supervisor supports the daily operations of the Front Desk while ensuring exceptional guest experiences. This role assists with scheduling, inventory management for the 24-hour market, guest review oversight, and team accountability. The Hotel Supervisor works closely with the General Manager and serves as a leader and resource for front desk agents, including stepping in to resolve escalations or cover shifts when needed.

Key Responsibilities

Front Desk Operations

· Work scheduled front desk shifts and provide coverage during call-outs, high-volume periods, or staffing shortages.

· Ensure all front desk procedures are followed consistently.

· Maintain a professional, welcoming environment for guests.

Leadership & Accountability

· Assist with creating and managing the front desk schedule.

· Ensure appropriate staffing levels and confirm all shifts are covered.

· Hold front desk agents accountable for performance, policy adherence, and service standards.

· Provide guidance, coaching, and support to front desk staff.

Guest Service & Escalation Handling

· Handle guest concerns and escalations promptly and professionally.

· Monitor guest satisfaction scores and online reviews; help close and follow up on tickets and feedback.

· Support initiatives aimed at improving guest satisfaction and overall service quality.

Market & Inventory Responsibilities

· Order products for the 24-hour express shop/market.

· Conduct regular inventory checks and maintain accurate stock levels.

· Ensure the market area is clean, organized, and properly merchandised.

Experience

• Proven experience in hospitality management or hotel front desk operations with a strong background in customer service excellence
• Bilingual or multilingual skills highly preferred to serve diverse guest populations effectively
• Prior experience with night audit procedures and multi-line phone systems is advantageous
• Demonstrated ability to lead a team in a fast-paced environment while maintaining attention to detail
• Knowledge of hotel management software and guest services technology is desirable
• Strong communication skills coupled with excellent phone etiquette and hospitality management expertise

Work Environment

· This is a hands-on role requiring time at the front desk, around guest areas, and in back-office operations.

· Must be able to stand for long periods, lift up to 25 lbs, and handle multitasking in a fast-paced environment.

Job Type: Full-time

Pay: $ $18.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Employee discount
• Health insurance

Work Location: In person