Front Office Supervisor

Description

The Front Desk Supervisor is the working lead on shift—coaching agents, managing lobby flow, resolving escalations, and safeguarding billing and cash controls. You’ll coordinate with Housekeeping and Engineering to keep rooms guest-ready and deliver a seamless arrival-to-departure experience.

Key Responsibilities

• Shift Leadership: Open/close the desk; run pre-shift huddles; assign positions/boards; manage breaks and coverage; maintain visible lobby presence.
• Guest Experience & Recovery: Handle VIPs and complex requests; resolve issues with urgency and empathy; document and follow up on service recovery.
• Accuracy & Controls: Ensure rate integrity, payment authorizations, folio accuracy, deposits/refunds, direct-bill, and chargeback procedures; balance banks and end-of-shift reports.
• House Status & Coordination: Partner with Housekeeping/Engineering on room readiness, OOO/OOI, early arrivals/late checkouts, and quick turnarounds.
• Training & Coaching: Onboard new hires; provide real-time feedback on service, systems, and SOPs; reinforce upsell and enrollment programs (loyalty, email capture, etc.).
• Systems & Reporting: Serve as go-to for PMS/POS/payment terminals; run arrivals/no-shows/variance/exception reports; support Night Audit as needed.
• Communication & Admin: Answer phones/emails professionally; maintain logs (incident, key control, lost & found, packages) and clear pass-downs between shifts.
• Compliance & Safety: Uphold PCI, ADA, privacy, and safety policies; ensure lobby cleanliness and secure key control.
• Other Duties: Assist Reservations and Concierge tasks; support special events and Manager-on-Duty coverage when assigned.

Benefits We Offer

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

Qualifications

• 1–3+ years front desk/guest services experience; prior lead/supervisor experience preferred.
• Strong customer service, conflict resolution, and communication skills; calm and organized under pressure.
• Proficient with PMS (e.g., Opera/Cloud PMS), POS, payment terminals, and Microsoft 365/Google Workspace.
• Working knowledge of cash handling, direct-bill/chargebacks, and basic revenue/inventory concepts.
• Flexible availability (nights/weekends/holidays/overnights as needed); reliable attendance.
• Bilingual a plus; hospitality coursework/degree preferred.

Physical Requirements

• Stand/walk for extended periods; frequent computer/phone use.
• Lift/push/pull up to 25 lbs occasionally (luggage, packages).