Front Desk Supervisor

ABOUT US

Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

The Front Desk Supervisor ensures that guests have a positive experience from check-in to check-out. This role supervises and coordinates the daily operations of the front desk staff, manages guest requests, resolves issues, and ensures that all front desk processes are running smoothly. The ideal candidate will have a strong focus on customer service, leadership, and problem-solving.

REPORTS TO

Front Office Manager and Director of Rooms

DIRECT REPORTS

N/A

KEY RELATIONSHIPS

Internal: Managers and hourly staff

External: Guests

ESSENTIAL JOB FUNCTIONS

• Supervise and lead the front desk team, ensuring smooth and efficient operations at all times
• Manage daily front desk activities, including guest check-ins/check-outs, reservations, and room assignments
• Handle guest complaints and concerns promptly and professionally, ensuring customer satisfaction
• Train, mentor, and evaluate front desk staff performance, ensuring adherence to hotel policies and standards
• Ensure all guest accounts are processed accurately and in a timely manner
• Maintain a thorough knowledge of hotel services, local attractions, and special offers to assist guests
• Oversee the hotel’s security procedures during the shift, including access control and emergency protocols
• Collaborate with housekeeping and maintenance teams to ensure room availability and guest satisfaction
• Prepare and review front desk reports, including occupancy levels, billing issues, and guest feedback
• Assist with reservations and handle special requests for guests, including VIP or long-term stays
• Ensure compliance with all health, safety, and hotel regulations

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to handle, feel, or finger; reach with hands and arms; talk or hear; and taste or smell. The employee frequently is required to walk and climb or balance. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

ESSENTIAL QUALIFICATIONS

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in hospitality management preferred.
• Experience: Minimum 2 years of experience in hotel front desk or customer service roles; supervisory experience is a plus.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and conflict resolution skills.
• Attention to detail and organizational skills.
• Ability to handle high-pressure situations.
• Proficient in hotel management software (e.g., Opera, RMS, or similar) and Microsoft Office Suite.
• Ability to work flexible hours, including nights, weekends, and holidays.