FRONT DESK SUPERVISOR

POSITION PURPOSE AND OBJECTIVES:

The Front Desk Supervisor leads and supports the front desk team at Hampton Inn South and plays a critical role in delivering an exceptional experience for every guest. This position is responsible for overseeing daily front office operations, maintaining high standards of guest service, ensuring operational accuracy, and supporting the training, development, and performance of front desk team members.

The Front Desk Supervisor partners closely with the General Manager, Assistant General Manager, Executive Housekeeper, and other hotel leaders to achieve the operational, financial, guest-service, and team-development goals of the property.

The ideal candidate is a hands-on leader with hospitality experience, strong communication and organizational skills, attention to detail, and the ability to build positive relationships with both team members and guests. This position requires flexibility and a willingness to perform all front desk responsibilities, including working front desk and night audit shifts as needed to support hotel operations.

PREFERRED QUALIFICATIONS:

• Previous front desk or guest service experience is required minimum 1 year; hotel front desk experience is strongly preferred.

• Previous supervisory or leadership experience is preferred.

• Strong organizational skills with excellent attention to detail.

• Ability to effectively lead, train, coach, and motivate a diverse team.

• Excellent verbal and non-verbal communication skills.

• Guest-service-oriented demeanour with a professional, positive attitude and a willingness to go above and beyond for guests.

• Ability to manage multiple priorities and resolve guest concerns in a fast-paced hotel environment.

• Strong problem-solving skills with the ability to make sound decisions and handle challenging situations professionally.

• Ability to maintain confidentiality and handle sensitive guest, team member, and financial information.

• Knowledge of hotel reservations, billing procedures, payment processing, and front desk operations.

• Basic computer skills and ability to learn hotel property management systems, company systems, and brand-specific technology.

• Ability and willingness to work a flexible schedule, including afternoons, evenings, weekends, holidays, and overnight shifts as business needs require.

• Ability to learn and work night audit as needed.

PRINCIPAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Lead daily front desk operations to ensure guest service, reservations, check-in and check-out procedures, billing, and overall front office functions consistently meet BryantCorp, Home2, and Hilton standards.

• Supervise, train, coach, and develop front desk team members while promoting a positive and collaborative work environment.

• Clearly communicate performance expectations and provide ongoing feedback, recognition, and accountability.

• Serve as a primary resource for front desk team members by providing guidance, answering questions, resolving operational concerns, and supporting daily responsibilities.

• Perform all front desk duties and work scheduled front desk shifts as needed, including providing coverage for staffing shortages, call-offs, vacations, and other operational needs.

• Perform night audit duties and work overnight shifts as needed, including completing required daily reports, balancing transactions, reconciling accounts, and ensuring accurate completion of end-of-day procedures.

• Train and support front desk and night audit team members to ensure consistency, accuracy, and compliance with established procedures.

• Monitor guest arrivals, departures, reservations, room assignments, special requests, and billing activity to ensure accuracy and a positive guest experience.

• Respond promptly and professionally to guest questions, requests, complaints, and service concerns, ensuring appropriate resolution and follow-up.

• Monitor guest satisfaction scores, feedback, and service opportunities and assist in implementing improvements to enhance the guest experience.

• Ensure accurate handling of cash, credit card transactions, refunds, adjustments, and guest accounts in accordance with company policies.

• Review front desk reports, shift documentation, financial transactions, and other operational records for accuracy and completeness.

• Maintain appropriate procedures for cash handling, key control, guest privacy, lost and found, and property security.

• Support hotel loyalty program initiatives, guest recognition, and brand service standards.

• Partner with Housekeeping and Engineering teams regarding room status, guest requests, maintenance concerns, out-of-order rooms, and overall property needs.

• Ensure front desk team members are knowledgeable about hotel amenities, services, policies, local attractions, and surrounding businesses.

• Maintain departmental safety and security practices and ensure compliance with company policies, internal audit standards, brand requirements, and applicable regulations.

• Provide ongoing training and development to strengthen team performance and guest service.

• Demonstrate hands-on leadership and perform the duties of supervised positions whenever necessary to support hotel operations.

• Assist the hotel leadership team with additional duties and projects as requested.