Front Office Shift Supervisor

The Front Office Supervisor is responsible for coordinating daily hotel front office activities, supporting team development, and ensuring smooth guest check-in and check-out experiences. This position oversees scheduling, employee performance, guest relations, and operational procedures while promoting hotel services and maintaining high standards of guest satisfaction.

Qualifications

• High school diploma or GED required.
• Minimum of one year of guest service and hotel experience.
• Knowledge of hotel property management systems and telephone systems.
• Working knowledge of Microsoft Office applications.
• Strong communication, organizational, and guest service skills.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Ability to supervise, coach, and motivate team members.
• Flexibility to work varied shifts, including weekends and holidays.
• Ability to stand for extended periods and lift up to 50 pounds.
• Ability to work in environments with crowd noise and potential exposure to secondhand smoke.

Responsibilities

• Supervise, train, and support front desk, bell, concierge, and call routing personnel.
• Prepare employee schedules, monitor attendance, and document performance.
• Oversee guest check-ins, check-outs, reservations, and incoming calls.
• Deliver exceptional guest service and promptly resolve guest concerns or complaints.
• Coordinate with housekeeping and other departments to ensure efficient hotel operations.
• Prepare daily operational reports, reconciliations, and financial documentation.
• Process accurate cash and credit card transactions and report discrepancies.
• Promote hotel and casino amenities while supporting occupancy and average daily rate (ADR) goals.
• Coordinate group and bus arrivals, room keys, and payment collection.
• Ensure staff follow established policies, procedures, and safety standards.
• Provide input on hiring, performance management, and employee development.
• Perform other job-related duties as assigned.