FRONT DESK SUPERVISOR

Front Desk Supervisor Position Operations Supervisor Reports To: General Manager

Job Summary:

This is a working manager role that acts as the second-in-command to the GM and serves as Manager on Duty to ensure exceptional guest experiences, efficient staff performance, and adherence to brand and safety standards. This role supports multiple departments - primarily Front Desk and Housekeeping - to maintain smooth operation of the property and uphold a high level of cleanliness, service, and guest satisfaction. The ideal candidate is reliable, service-driven, and flexible, with the ability to Work front desk shifts (AM/PM Night) as part of regular rotation and covers call- outs as needed. Expected to cover one front desk shift per day, five days per week, while completing additional supervisory/administrative duties.

Key Responsibilities:

Guest Experience & Service

• Serve as the Manager on Duty (MOD) as scheduled, handling guest concerns and ensuring prompt, professional resolution.
• Support front desk operations, ensuring smooth check-in/check-out processes and adherence to brand service standards.
• Maintain a visible presence throughout the hotel, proactively identifying and addressing guest or property needs.
• Manage guest feedback and reviews, ensuring timely follow-up and effective service recovery.
• SOP ownership: Owns and enforces the Property SOP's: facts- only ticketing( Issue→ Evidence→ SOP→ Action/Owner/ Due→ Ticket#)
• escalation tree, shift handoff list , payments/key controls, and guest -recovery limits.
• Guest recovery cost controls with fast approvals: Authorized to comp up to $25 per incident; $25-$50 with manager approval; third party or service-
• outside control issues require GM approval. All comps must be documented (ticket + brief reason) to enable faster approvals for higher amounts when warranted.

Operational Oversight

• Supervise and assist with daily housekeeping operations to ensure room quality and cleanliness meet brand expectations.
• Conduct routine property inspections to monitor cleanliness, safety, and maintenance needs.
• Coordinate with maintenance and other departments to resolve issues impacting guest satisfaction or safety.
• Ensure compliance with safety, security, and sanitation protocols.

Team Leadership & Training

• Support the hiring, training, and coaching of front desk and housekeeping team members.
• Promote a positive, team-oriented work environment focused on service excellence.
• Monitor staff performance, attendance, and adherence to policies and appearance standards.
• Lead by example in professionalism, accountability, and guest service.

Administrative Duties

• Assist with scheduling, payroll verification, and supply inventory (linens, amenities, cleaning materials).
• Review daily reports, occupancy forecasts, and operational data to optimize staffing and efficiency.
• Support the implementation of operational policies and standard operating procedures.
• Maintain accurate documentation and ensure compliance with brand and local regulations.

Qualifications:

• Minimum of 2 years of hotel experience, preferably in Front Desk or Housekeeping supervision.
• Strong leadership, communication, and problem-solving skills.
• Ability to manage guest issues with professionalism and empathy.
• Working knowledge of Choice ADVANTAGE PMS (preferred) or similar hotel systems.
• Open availability - must be able to work AM, PM, and Night Audit shifts, including weekends and holidays.
• Ability to stand for long periods and perform light physical duties as needed.

Compensation:

Pay: $20-$22/hr (non-exempt; OT eligible) Includes eligibility for performance-based incentives and hotel stay discounts through Choice Hotels.

Core Competencies:

• Guest-Centric Mindset
• Leadership and Team Development
• Accountability and Reliability
• Problem Solving and Initiative
• Professional Communication
• Flexibility and Adaptability
• Growth path: Clear growth path to Assistant General Manager/ Operations Manager, and potential General Manager within the FHG portfolio, based on performance.