Hotel Front Desk Manager

Front Desk Supervisor

Holiday Inn & Suites Cedar Falls – Bien VenU Event Center
Cedar Falls, Iowa

Job Summary

Holiday Inn & Suites Cedar Falls – Bien VenU Event Center is seeking a dependable, energetic, and guest-focused Front Desk Supervisor to join our team.

This is a hands-on leadership position. The Front Desk Supervisor works alongside our Front Desk team while helping ensure each shift runs smoothly, hotel procedures are followed consistently, and every guest receives a welcoming and professional experience.

The right person for this role is confident working independently, comfortable making sound decisions, and able to take the lead when guest concerns, operational issues, or unexpected situations arise. We are looking for a solutions-oriented supervisor who supports the team while maintaining our service and operational standards.

Responsibilities

• Provide friendly, professional, and personalized service to hotel guests.
• Perform guest check-ins and check-outs accurately and efficiently.
• Assist with reservations, room assignments, modifications, cancellations, payments, and billing questions.
• Help lead Front Desk operations during assigned shifts and serve as a resource for Front Desk team members.
• Take the lead on guest concerns and service recovery situations, working toward appropriate solutions while protecting both the guest experience and the hotel.
• Support and coach Front Desk team members to ensure consistent service and adherence to hotel procedures.
• Help train and mentor new and existing Front Desk team members on guest service, HotelKey, hotel policies, and operational procedures.
• Monitor and respond to guest requests and messages in a timely and professional manner.
• Ensure IHG One Rewards members are recognized appropriately and receive applicable benefits.
• Verify rates, payment methods, identification, reservation requirements, and applicable rate eligibility at check-in.
• Properly handle third-party and prepaid reservations, including payment and folio procedures.
• Maintain accurate cash and credit card controls and follow established financial procedures.
• Answer and manage multi-line telephone calls using professional phone etiquette.
• Communicate effectively with Housekeeping, Maintenance, Food & Beverage, Sales, the Bien VenU Event Center, and Management to ensure smooth hotel operations.
• Respond appropriately to emergency and safety situations and ensure established hotel procedures are followed.
• Assist with Night Audit procedures and troubleshooting when needed.
• Maintain a clean, organized, and professional Front Desk and lobby environment.
• Ensure appropriate Front Desk coverage throughout the shift.
• Complete required shift responsibilities and communicate important information to the following shift.
• Assist Front Office Management with additional operational responsibilities as needed.

What We're Looking For

• Previous hotel Front Desk experience strongly preferred.
• Previous supervisory, leadership, or training experience preferred.
• Strong guest service and problem-solving skills.
• Dependable, punctual, and able to maintain reliable attendance.
• Comfortable handling difficult guest situations calmly and professionally.
• Ability to make sound decisions and take ownership of situations when management is not immediately available.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a busy hotel environment.
• Strong verbal and written communication skills.
• Professional telephone etiquette.
• Basic computer skills and the ability to quickly learn hotel systems and technology.
• Experience with HotelKey, IHG systems, or another hotel property management system (PMS) is a plus.
• Familiarity with Night Audit procedures is a plus.
• Ability to communicate and work effectively with multiple hotel departments.
• A positive leadership style with a willingness to coach, support, and work alongside the team.

Schedule & Availability

This position requires flexible availability, including evenings, weekends, and holidays based on business and staffing needs.

Hotel operations run 24 hours a day, 7 days a week. The Front Desk Supervisor must be comfortable with a schedule that may vary based on occupancy, events, group business, and operational needs.

About Our Property

Holiday Inn & Suites Cedar Falls is a full-service hotel connected to the Bien VenU Event Center and home to Toast to Toast Restaurant & Lounge.

Our Front Desk team works with a wide variety of guests, including corporate travelers, leisure guests, wedding parties, sports teams, conference attendees, event guests, and groups.

Because of the size and variety of our operation, our Front Desk is truly the communication hub of the property. This position provides an opportunity to develop leadership experience while working across multiple areas of hotel operations.

What Success Looks Like

A successful Front Desk Supervisor:

• Creates a welcoming first and last impression for our guests.
• Leads by example rather than simply directing others.
• Keeps the Front Desk organized and moving during busy periods.
• Helps team members find solutions when questions or problems arise.
• Communicates effectively between shifts and departments.
• Takes ownership of guest concerns instead of passing them along unnecessarily.
• Maintains hotel standards even when management is not immediately present.
• Understands that great hospitality is built through consistency, attention to detail, and genuine guest care.

If you enjoy hospitality, are comfortable taking the lead, and want an opportunity to grow your hotel leadership experience, we would like to hear from you.

Apply today to join the Holiday Inn & Suites Cedar Falls – Bien VenU Event Center team.

Holiday Inn & Suites Cedar Falls – Bien VenU Event Center is an Equal Opportunity Employer.

Pay: $18.00 - $22.00 per hour

Benefits:

• Employee discount

People with a criminal record are encouraged to apply

Work Location: In person

Benefits:

Salary : $18 - $22