Front Office Supervisor

The Hotel Front Desk Supervisor oversees daily front desk operations and supports the front office team in providing efficient, professional, and welcoming service to hotel guests. This position supervises front desk staff, handles guest concerns, ensures accurate reservations and billing, and helps maintain high standards of guest satisfaction.

Compensation:

$16 - $20 hourly

Responsibilities:

• Supervise, train, and support front desk agents and other front office employees.
• Oversee daily check-in and check-out operations.
• Ensure guests receive courteous, efficient, and professional service.
• Handle guest complaints, requests, and service recovery situations.
• Monitor room assignments, reservations, cancellations, and availability.
• Ensure accurate guest accounts, payments, deposits, and billing procedures.
• Coordinate with housekeeping and maintenance regarding room status and guest requests.
• Monitor front desk procedures and ensure compliance with hotel policies.
• Conduct shift briefings and communicate important information to staff.
• Assist with scheduling, timekeeping, and performance coaching.
• Prepare or review daily front office reports and cash-handling records.
• Maintain guest confidentiality and protect hotel and guest information.
• Assist management with resolving operational issues and improving guest service.
• Help ensure the lobby and front desk areas remain clean, organized, and professional.
• Respond appropriately to emergencies and follow hotel safety and security procedures.

Qualifications:

• High school diploma or equivalent; hospitality or hotel management education is a plus.
• 1–3 years of hotel front desk or guest services experience, preferably with supervisory experience.
• Strong customer service and communication skills.
• Ability to lead and motivate a team.
• Strong organizational and problem-solving abilities.
• Ability to remain calm and professional in stressful situations.
• Basic computer skills and familiarity with hotel property-management systems.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

About Company

Founded in 2005, Rolling Hills Hospitality operates 19 hotel properties with a central focus on exceeding the expectations of its guests. Rolling Hills Hospitality has positioned itself as one of the premier hotel development and management firms in the region by embodying high operational standards while achieving a simplicity that can be applied to any business model. Through our management agreements, we are responsible for hiring, training, and leading over 600 employees throughout the Ohio Valley. Rolling Hills Hospitality currently maintains upstanding relationships with the nation’s top hotel companies, including Marriott, Hilton, IHG, and Hyatt. Built on the principle of “if we take care of our employees, then our employees will take care of our guests,” our goal is to create a fun working environment for our employees so that we are positioned for growth and excitement for years to come.