Front Desk Supervisor

About Company:

Embergrove Hospitality is an independent, nimble, and gritty hospitality management company that proudly oversees 12 distinctive hotel locations, along with several bars and restaurants across the Midwest. Rooted in genuine, from-the-heart hospitality, the Embergrove team blends ingenuity, transparency, and hard work to deliver memorable guest experiences and strong business results.

With deep Midwestern roots and a hands-on approach, Embergrove manages every property with an entrepreneurial spirit—combining creative strategy, disciplined revenue management, and in-house marketing expertise. From boutique hotels to full-service properties, each location reflects Embergrove’s belief that exceptional hospitality starts with authentic people, thoughtful service, and relentless dedication to excellence.

About the Role:

The Front Desk Supervisor plays a pivotal role in ensuring the smooth and efficient operation of the front office within a management company or enterprise setting. This position is responsible for overseeing front desk staff, managing guest interactions, and maintaining high standards of customer service to enhance overall guest satisfaction. The supervisor ensures that all front desk activities, including check-in, check-out, and room service coordination, are executed flawlessly while maintaining confidentiality of sensitive information. They act as a key problem solver, using sound judgment to address and resolve any issues that arise promptly and professionally. Ultimately, the Front Desk Supervisor contributes to creating a welcoming and organized environment that supports the company’s reputation and operational goals.

Minimum Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree in hospitality management or related field preferred.
• Minimum of 2 years experience in front desk operations within the hospitality or management industry.
• Proficiency in Opera property management system and other front office software.
• Strong understanding of guest service principles and front office procedures.
• Demonstrated ability to maintain confidentiality and handle sensitive information responsibly.

Preferred Qualifications:

• Experience supervising or managing front desk or guest service teams.
• Certification in hospitality management or customer service.
• Familiarity with additional property management systems beyond Opera.
• Advanced problem-solving and conflict resolution skills.
• Experience working in a corporate or enterprise management environment.

Responsibilities:

• Supervise and coordinate daily activities of front desk staff to ensure efficient and courteous guest service.
• Manage guest check-in and check-out processes using Opera and other property management systems.
• Maintain confidentiality of guest and company information in compliance with privacy policies.
• Handle guest inquiries, complaints, and requests promptly, using sound judgment to resolve issues effectively.
• Collaborate with housekeeping and room service teams to ensure timely and accurate room assignments and service delivery.
• Train new front desk employees on operational procedures, customer service standards, and use of property management systems.
• Monitor front office operations to ensure compliance with company policies and industry regulations.
• Prepare and maintain reports related to front desk activities, occupancy, and guest feedback.

Skills:

The Front Desk Supervisor utilizes expertise in Opera and other property management systems daily to manage reservations, guest check-ins, and billing efficiently. Strong guest service skills are essential for creating positive interactions and ensuring guest satisfaction throughout their stay. Maintaining confidentiality is critical when handling personal and payment information, requiring discretion and professionalism. The role demands sound judgment and problem-solving abilities to address unexpected situations and guest concerns promptly and effectively. Additionally, leadership and communication skills are applied to train and guide front desk staff, fostering a collaborative and high-performing team environment.