Job Description

Position Summary -

The Lead Front Desk Supervisor is responsible for all Front Desk activities.


Wage for this position $23-$25 per hour.

Major Duties & Responsibilities:

Oversee the supervision and performance evaluation of all Front Desk and Reservation team members

Participate in the recruitment and onboarding process for new Front Desk staff

Conduct training for new hires and provide continuous development for current team members

Create staff schedules in alignment with budget parameters and under the guidance of the Guest Services Manager

Support the Revenue Manager by maintaining Average Daily Rate (ADR) and managing room inventory to optimize occupancy during high-demand periods

Address and resolve guest issues, ensuring timely and effective follow-up

Review and respond to guest surveys and online reviews to maintain service quality

Work collaboratively with the Guest Services Manager to design and implement strategies that enhance team efficiency and guest satisfaction

Manage preparation of departmental payroll on a daily and weekly basis

Contribute to the development and execution of the annual operating budget and business plan for the department

Roll out and manage a monthly team incentive program

Monitor inventory of Front Office supplies and place orders as necessary

Develop, implement, and train Supervisors on Standard Operating Procedures (SOPs)

Lead daily shift briefings and staff huddles

Organize and facilitate monthly departmental meetings with structured agendas and minutes; attend bi-weekly department head and REVMAX strategy meetings as needed

Ensure full compliance with established policies and procedures across the department

Review, code, and process departmental invoices

Maintain effective communication and coordination with other departments to deliver a seamless guest experience

Offer support to the Housekeeping Supervisor for weekly planning as required

Supervise the cleanliness and functionality of common areas and recreational facilities such as pools and sports courts

Regularly update and manage property information within the Property Management System (PMS)

Assist in the coordination and rollout of special offers and promotional packages

Serve as a "Super User" for key systems including Maestro, HotSOS, Alluvi, Miwa, and TimeShareWare

Track individual staff performance and apply progressive discipline when necessary

Ensure all team members are in full uniform, including name tags, and maintain professional appearance standards

Maintain cleanliness and organization in the front desk, main lobby, and back office areas

Act as Manager on Duty during scheduled shifts, ensuring smooth operation across all departments

Stay informed on all fire-life-safety procedures; ensure staff is trained and updated regularly on emergency protocols

Remain on-call as needed to support the team and resolve urgent guest concerns outside of regular operating hours.

Willingly take on additional assignments and responsibilities as needed

Minimum Qualifications & Skills:

Minimum of 2-5 years' experience in Hospitality supervisory role.

Strong skills in Microsoft Outlook are required.

Experience with Maestro PMS is a plus.

Have a high level of leadership as well as management skills.

Superior written and oral communication skills.

Excellent organizational and time management skills, with the ability to set priorities for self and others.

Proficient with computers.

Challenges may arise with team members and clients' needs and will need to be addressed in a professional manner.

Proper uniform must be worn at all times, this includes your name tag.

* Able to work evenings, overnights, weekends and holidays.