Hotel Front Desk Supervisor

THE KEY HOTEL 

HILTON GARDEN INN - DOWNTOWN DUBUQUE

Q CASINO RESORT

Front Desk Supervisor

POSITION SUMMARY:
The Hotel Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk and ensuring exceptional guest service. This position supervises front desk team members, assists with guest arrivals and departures, resolves guest concerns, and supports hotel operational goals. The Front Desk Supervisor serves as a leader on shift, ensuring efficient operations, accurate guest transactions, and a positive guest experience while maintaining company standards and policies.

ORGANIZATIONAL RELATIONSHIPS:

• Reports to: Hotel Operations Manager
• Supervises: Front Desk, Night Audit and Public Area Cleaners

HOURS OF WORK AND COMPENSATION

• Full Time and typically scheduled on second shift, including evenings, weekends, nights, and holidays. Schedule may vary based on operational needs and occupancy levels.
• Actual starting pay will be determined based on relevant experience, qualifications, skills, and internal equity. This position is eligible for company benefits, including health insurance, paid time off, retirement plans, and other employee programs in accordance with company policy.

DUTIES & RESPONSIBILITIES:

• Supervise and support Front Desk Agents during assigned shifts.
• Ensure guests receive prompt, courteous, and professional service at all times.
• Assist with guest check-in, check-out, room assignments, and reservations.
• Monitor daily front desk operations to ensure efficiency and accuracy.
• Handle guest complaints, requests, and service recovery efforts in a timely and professional manner.
• Provide training, coaching, and performance feedback to front desk team members.
• Assist with scheduling, attendance tracking, and shift coverage as needed.
• Ensure proper cash handling procedures and accurate balancing of daily transactions.
• Review guest accounts for accuracy and resolve billing discrepancies.
• Coordinate with Housekeeping, Maintenance, Security, and other departments to ensure guest needs are met.
• Monitor room inventory, occupancy levels, and reservation activity.
• Maintain knowledge of hotel policies, services, amenities, and local attractions.
• Prepare reports and communicate operational updates to management.
• Ensure compliance with company policies, safety procedures, and hospitality standards.
• Serve as Manager on Duty when designated.

REQUIRED SKILLS & ABILITIES 

• Excellent customer service and guest relations skills.
• Strong leadership and team-building abilities.
• Effective verbal and written communication skills.
• Ability to resolve conflicts and difficult situations professionally.
• Strong organizational and multitasking skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Basic math, cash handling, and accounting skills.
• Proficiency with hotel property management systems (PMS), hotel reservation systems, and Microsoft Office.
• Attention to detail and accuracy.
• Dependability and professional appearance.
• Ability to motivate, coach, and develop team members.

EDUCATION & EXPERIENCE:
Required

• High school diploma or GED.
• Minimum of 2 years of hotel front desk, guest services, or hospitality experience.
• Minimum of 1 year of supervisory, lead, or management experience in hospitality, customer service, or a related field.

Preferred

• Associate’s degree in Hospitality Management, Business Administration, or related field.
• Experience using hotel property management systems such as PEP, Agilysys, OnQ, OnQ R&I or similar platforms.
• Experience in a full-service hotel, resort, or casino hotel environment.

 
PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to communicate effectively with guests and team members.
• Ability to work evenings, weekends, holidays, and varying shifts as business demands require.

WORK ENVIRONMENT
Work is performed in a hotel front desk environment with frequent guest interaction. The position requires flexibility in scheduling and may involve handling high-volume guest traffic and resolving challenging situations while maintaining a professional and guest-focused demeanor.

CULTURAL FIT AND VALUES
Embodies our FORT values; Fun, Ownership, Respect, and Teamwork, by fostering collaboration, transparency, and a service-oriented mindset toward both the organization and the community. 
 

Salary : $24 - $26