Front Office Supervisor

The Hotel Front Desk Supervisor manages daily front office operations, supervises guest service agents, and acts as a key liaison between staff and management. They are responsible for training staff, handling escalated guest complaints, overseeing check-ins and check-outs, and ensuring seamless communication across departments.

Responsibilities:

Staff Leadership & Training:

Guide the shift, train new hires on property management systems (PMS), manage shift scheduling, and motivate front desk agents to meet customer service targets.

Guest Relations & Problem Resolution:

Serve as the primary point of contact for resolving escalated guest complaints or complex billing disputes. Ensure all arrivals and departures are handled courteously and efficiently.

Operational Oversight:

Monitor daily reports, oversee group check-ins, manage room blocking for special requests, and prepare for sold-out situations by securing alternative accommodations if needed.

Financial Duties:

Reconcile cash drawers and shift receipts, manage safe deposit boxes, verify billing instructions, and ensure the night audit function balances properly.

Qualifications:

Experience:

Typically requires 1-3 years of front desk experience, with prior supervisory or team lead experience preferred.

Skills:

Strong customer service, conflict resolution, and leadership skills. Must be proficient in hotel property management systems (PMS) and have excellent verbal and written communication.

Education:

A high school diploma or GED is usually the minimum requirement. An associate's or bachelor's degree in hospitality management is a distinct advantage. About Company Find us off I-20, steps from the Mall at Stonecrest shops and dining. Lithonia businesses are within 10 minutes, and the Georgia International Horse Park is 20 minutes away. Check out Stone Mountain Park or reach downtown Atlanta in half an hour. Our restaurant has cooked-to-order breakfast and dinner covered, and our Pavilion Pantry is always open for snacks.