Front Desk Supervisor

Description

 Job Summary:
The Front Desk Supervisor supports the Front Desk Manager and/or General Manager in overseeing front desk operations and ensuring consistent guest service. This position is responsible for coordinating daily front desk activities, assisting with guest needs, and supporting efforts to maintain occupancy and revenue goals. The role may involve handling guest concerns and supervising staff during assigned shifts.

Education and Experience:

• High school diploma or equivalent required 
• Two (2) to three (3) years of experience in a hotel or related field preferred 
• Prior supervisory experience preferred 
• Post-secondary coursework in hospitality or a related field is a plus 

Qualifications and Skills:

• Valid driver’s license may be required based on job duties 
• Ability to communicate information clearly and professionally, both verbally and in writing 
• Ability to evaluate situations and make appropriate decisions in a timely manner 
• Ability to work in a fast-paced environment and handle guest concerns or disputes professionally 
• Ability to maintain professionalism and composure in high-pressure situations 
• Ability to identify and address operational or guest service issues as they arise 
• Ability to understand and apply workplace procedures and operational information 
• Strong listening skills with the ability to understand and respond to guest and employee concerns 
• Basic math skills and ability to work with reports, financial data, and daily transactions 

Work Environment:
This position may require standing for extended periods, interacting with guests frequently, and managing multiple tasks simultaneously. The role may include evening, weekend, and holiday shifts.

Equal Opportunity Statement:
We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status under applicable federal, state, or local laws.

Employment Status:
Employment is at-will and may be terminated by either the employee or employer at any time, with or without cause or notice, in accordance with Oklahoma law.

Requirements

Essential Functions:

• Interact with guests and employees in a professional, courteous, and service-oriented manner 
• Maintain regular and reliable attendance in accordance with scheduling needs, which may vary based on business demand 
• Comply with company standards for appearance, including wearing required uniform and identification 
• Follow all company policies, procedures, and safety standards to support efficient operations 
• Support front desk operations and set expectations for guest service standards during assigned shifts 
• Assist with room reservations by obtaining and verifying required guest information 
• Monitor VIP arrivals and special requests to ensure appropriate handling 
• Review daily front office logs, reports, and communication tools to maintain operational awareness 
• Operate and support front desk systems, including reservations, check-in/check-out, and communication platforms 
• Ensure timely and accurate handling of guest messages, packages, and mail 
• Maintain awareness of current rates, promotions, in-house groups, and occupancy restrictions 
• Follow and help enforce company policies related to payments, credit, and guest accounts 
• Perform front desk agent duties as needed, including guest check-in and check-out procedures 
• Verify completion and accuracy of required daily reports and shift checklists 
• Support proper operation of communication systems (e.g., phone/PBX) in accordance with company standards 
• Communicate and coordinate with other departments to support overall hotel operations 
• Assist in monitoring staff performance to ensure adherence to service and operational standards 
• Respond to guest inquiries, concerns, or complaints in a timely and professional manner 
• Assist with emergency procedures and follow established protocols when needed 
• Support efforts to optimize occupancy and room revenue within company guidelines 
• Participate in team meetings, training, and departmental planning activities 
• Assist with onboarding and training of new and existing employees as directed 

Additional Responsibilities:

• Monitor productivity and support departmental efficiency goals 
• Complete required documentation and reports accurately and on time 
• Perform other duties as assigned based on operational needs