Front Desk Supervisor

Position Type: Full time

Compensation: $22.00 - $25.00 Hourly

Location: Broadway Plaza - 15 1st Street SE, Rochester

Schedule: Monday - Friday, 10:00am - 6:00pm *Schedules may change based on business needs. May include holidays and alternate workdays or hours as needed.

About Us:

Reside is an industry leader in the alternative-accommodations industry, designed to blur the lines between hotels and apartments. With operations in over 200 United States cities and 130 foreign destinations, the Reside family of brands delivers multi-platform logistics-based housing solutions that combine the efficiencies and high-touch service of a small company with the scope and capabilities of a global organization.

About the job:

The Front Desk Supervisor oversees daily front desk operations to ensure exceptional guest service throughout the guest journey, including check-in, the duration of the stay, and checkout. This role supports revenue and occupancy goals by promoting available services, maintaining rate and reservation accuracy, and ensuring adherence to established operating standards.

The Front Desk Supervisor provides hands-on leadership, training, coaching, and support to Front Desk Agents to promote consistent service delivery, operational efficiency, and professional development. This position also assists with resolving guest concerns, maintaining accurate records, coordinating with other departments, and ensuring the front desk operates effectively and in accordance with Reside policies and procedures.

What you’ll be doing:

Guest Experience and Service

• Welcome guests promptly and professionally, providing attentive, courteous, and personalized service throughout their stay.
• Process guest check-ins and checkouts accurately and efficiently while ensuring compliance with established procedures.
• Respond to guest questions and requests regarding property amenities, services, hours of operation, restaurants, transportation, entertainment, and local attractions.
• Address guest concerns proactively, identify appropriate solutions, and escalate issues when necessary to support guest satisfaction.
• Coordinate the logging, handling, and delivery of guest packages, mail, and messages to guest rooms and meeting rooms.
• Assist guests with safe deposit boxes and operate the property telephone or PBX system, where applicable.
• Maintain a professional appearance, business professional attire, name tag, and welcoming demeanor in accordance with Reside standards.

Front Desk Operations and Administration

• Oversee daily front desk activities to ensure operational standards, service expectations, and shift responsibilities are consistently met.
• Review front office logs and trace files daily to monitor outstanding requests, unresolved issues, and follow-up requirements.
• Maintain proficiency in the front desk computer system and ensure accurate processing of reservations, guest information, room assignments, and account transactions.
• Ensure reservations are handled accurately, including obtaining required guest information, following rate-quoting procedures, and communicating applicable rates, packages, and promotions.
• Maintain awareness of occupancy levels, in-house groups, rate restrictions, closed-out dates, special promotions, and guest loyalty or other applicable programs.
• Complete all assigned shift checklist items accurately and within established timeframes.
• Maintain an organized, clean, and professional front desk workspace.
• Follow established emergency response procedures and provide assistance as needed.

Team Leadership and Performance

• Train Front Desk Agents on guest service standards, front desk procedures, system use, and operational expectations.
• Assist the AGM with preparing the monthly Front Desk schedule, coordinating coverage and ensuring the desk is adequately staffed for all shifts.
• Provide timely, constructive coaching to reinforce performance standards and address observed training needs.
• Identify opportunities to improve team performance, productivity, and service consistency, and assist with implementing corrective actions.
• Monitor the completion and quality of assigned responsibilities and provide guidance to team members as needed.
• Encourage teamwork, accountability, professionalism, and effective communication across departments.
• Attend required property meetings and training sessions and support the implementation of relevant procedures and service initiatives.

Compliance and Other Responsibilities

• Comply with Reside policies, procedures, safety requirements, and operational standards.
• Maintain the confidentiality and security of guest, employee, financial, and business information.
• Maintain regular attendance and punctuality in accordance with scheduling requirements.
• Perform other related duties as assigned by management.

Supervisory Responsibilities:

The Front Desk Supervisor provides day-to-day leadership, training, and coaching to Front Desk Agents. Responsibilities include supporting onboarding and cross-training, reinforcing service and operational standards, monitoring task completion, providing performance feedback, and identifying opportunities for professional development.

This position helps promote accountability, consistent service delivery, and effective teamwork. Formal responsibilities for hiring, discipline, performance evaluations, final scheduling approval, or other personnel decisions depend on the authority delegated by management.

May also provide cross-training for staff.

Travel:

• This position could require minimal travel, up to 5% of the time. (Adjust as needed)

About you:

What you’ll bring:

• High school diploma or equivalent required.
• Minimum of two years of hotel front desk or comparable hospitality operations experience required.
• Previous customer service experience required; supervisory experience preferred.
• Computer proficiency and experience using reservation, property management, or front desk operating systems required.
• Previous experience training, coaching, or supporting team members preferred.

What we are looking for:

• Strong guest service and relationship-building skills, with the ability to maintain a professional and welcoming demeanor.
• Effective verbal and written communication skills, including the ability to communicate clearly with guests, employees, and management.
• Demonstrated problem-solving skills and the ability to resolve guest concerns and operational issues appropriately.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to interpret and apply property procedures, rate information, reservation details, reports, and other operational data accurately.
• Working knowledge of front desk procedures, reservation handling, cash management, and guest account reconciliation.
• Ability to provide constructive feedback, coach employees, and reinforce established performance expectations.
• Sound judgment and discretion when handling confidential information, guest concerns, and financial transactions.
• Ability to work independently while collaborating effectively with other departments.
• Flexibility to adjust to changing operational needs, guest demands, and work schedules.
• Ability to follow safety procedures and respond appropriately to emergencies.

Competencies:

• Guest Service Excellence: Delivers attentive, courteous, and responsive service while anticipating guest needs and promoting a positive guest experience.
• Leadership and Coaching: Provides clear direction, constructive feedback, and practical training to help team members meet performance expectations.
• Problem-Solving and Decision-Making: Identifies issues, evaluates available information, and implements appropriate solutions or escalates concerns when necessary.
• Communication and Active Listening: Communicates clearly and professionally, listens carefully, and clarifies questions or concerns to ensure mutual understanding.
• Organization and Prioritization: Manages competing demands, coordinates daily activities, and completes time-sensitive responsibilities accurately.
• Attention to Detail: Maintains accuracy in reservations, guest accounts, room rates, reports, cash handling, and required documentation.
• Operational and Financial Accountability: Follows established procedures for front desk operations, payment processing, shift reconciliation, and recordkeeping.
• Initiative and Proactive Thinking: Anticipates guest and operational needs, identifies opportunities for improvement, and takes appropriate action without unnecessary delay.
• Adaptability and Flexibility: Adjusts effectively to changing priorities, occupancy demands, staffing needs, and unexpected guest situations.
• Confidentiality and Professionalism: Protects sensitive information and consistently demonstrates sound judgment, integrity, and professional conduct.
• Teamwork and Collaboration: Builds effective working relationships with Front Desk Agents, housekeeping, management, and other departments to support smooth operations.
• Quality and Performance Orientation: Maintains service and operating standards while identifying opportunities to improve productivity, consistency, and guest satisfaction.

Work Environment:

This role operates in a professional hotel setting, primarily at the front desk or in the lobby area. The position requires interaction with guests, management, and other staff, with varying noise levels and pace depending on occupancy. Overnight agents work in a quieter environment with increased focus on financial reconciliation and reporting.

Physical Demands:

• Flexible and long hours may be required, including weekends, holidays, and overnight shifts.
• Light to sedentary work - occasionally exerting up to 20 pounds of force, and/or up to 10 pounds frequently to lift or move items.
• Must be able to stand or sit for extended periods and perform repetitive tasks using computers and office equipment.

Total Rewards:

What’s in it for you:

• Competitive Pay
• Medical, Dental, and Vision Insurance
• 401k and Employer Match
• Paid Holidays and Vacation Time
• Quarterly & Annual Success Share Bonus Program
• Volunteer Program
• Tuition Reimbursement Program
• Learning & Development Opportunities
• Employee Referral Program
• Employee Assistance Program

The Fine Print:

Work Authorization:

The employee must be legally authorized to work in the United States.

EEO Statement:

Reside and its affiliate brands are committed to respect and inclusion in our workplace. We are an equal opportunity employer that welcomes people from diverse backgrounds and experience, who bring their talent to our organization. We treat people with kindness and respect in all our dealings. We encourage people of all races, national origins, genders, gender identities or expression, political affiliations, religions, sexes, sexual orientations, veteran statuses, disabilities, and ages to join us.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job, but to describe the general nature of the job and a reasonable representation of its activities. Duties, responsibilities, and activities may change at any time with or without notice.

Employment Verification:

In compliance with the Immigration Reform and Control Act of 1986, any offer of employment is conditional upon you presenting documents verifying your identity and legal authorization to work in the United States. Our organization utilizes E-Verify, an online system that verifies the eligibility of our employees to work in the United States by cross-referencing their information with government records. E-Verify ensures compliance with immigration laws and helps maintain a legal workforce.

Background Checks:

Where permitted by law, as part of our hiring process, we perform comprehensive background checks on all potential employees. These checks include verifying employment history, checking references, and reviewing criminal records. Candidates will be informed and required to provide written consent before the background check is initiated. Any offer of employment is conditional upon completion of a background check with satisfactory results.

Reside is a drug-free workplace.

*Reside does not accept unsolicited resumes from 3rd Party agencies or recruiters.