Hotel Front Desk Supervisor

Join One of Northern Indiana's Leading Hospitality Groups

As one of the premier hospitality groups in Northern Indiana, we are proud of our rapid growth and strong reputation for excellence in guest service and team development. We own and operate Marriott, Hilton, and IHG Brands. With multiple properties and new locations on the horizon, we are expanding quickly—and so are the opportunities for our team members. Our newest acquisitions include two hotels in the Kentucky market and two in Mishawaka

If you have a heart for service, a passion for hospitality, and a drive to grow, you'll feel right at home with us. We believe in promoting from within, recognizing potential, and investing in our people. Here, you're not just filling a role—you're building a career with a company that values your contributions and is committed to your success.

Job Summary:

The Front Office Supervisor at is responsible for overseeing the daily operations of the front desk, ensuring excellent guest service, and managing front office staff. This role involves supervising guest check-ins and check-outs, assisting with guest inquiries and issues, maintaining accurate records, and providing leadership and guidance to front desk agents. The Front Office Supervisor will work closely with other departments to ensure the smooth operation of the hotel and ensure that guests have a positive experience from arrival to departure.

Key Responsibilities:

• Supervise Front Desk Operations:
  • Oversee the daily operations of the front desk, ensuring smooth check-ins and check-outs for guests.
  • Supervise, train, and provide guidance to front desk agents, ensuring that all staff members deliver exceptional guest service.
  • Ensure that all guest requests and issues are addressed promptly and professionally.
  • Assist with managing guest reservations, cancellations, and room assignments.
• Guest Service & Satisfaction:
  • Provide excellent customer service by greeting guests, answering inquiries, and resolving any concerns or complaints promptly.
  • Handle guest complaints in a calm, efficient, and professional manner, ensuring complete guest satisfaction.
  • Ensure that front desk agents are offering services such as concierge assistance, room upgrades, and special requests to enhance the guest experience.
  • Maintain guest profiles and preferences in the system to personalize their stay.
• Shift Management & Staff Supervision:
  • Assign shifts and break schedules for front desk agents, ensuring adequate coverage during peak hours.
  • Provide coaching, training, and ongoing development to front desk agents to maintain high standards of performance.
  • Assist in the recruitment and hiring of front desk staff as needed.
  • Monitor and evaluate front desk staff performance, providing constructive feedback and conducting performance reviews.
• Check-In & Check-Out Procedures:
  • Oversee the check-in and check-out processes, ensuring accurate guest information is entered into the system.
  • Ensure all transactions, including room charges, payments, and credits, are processed accurately and efficiently.
  • Perform cash handling duties and ensure the safety and accuracy of the cash register during shift changes.
  • Review arrival and departure lists, ensuring all special requests are accommodated.
• Coordination with Other Departments:
  • Communicate with housekeeping, maintenance, and other departments to ensure rooms are ready for guest arrival and any maintenance or special requests are addressed promptly.
  • Collaborate with the sales and marketing teams to promote hotel services, packages, and promotions to guests.
  • Ensure that all guest billing issues, charges, and complaints are resolved in coordination with the accounting team.
• Front Office Administration & Reporting:
  • Maintain accurate and up-to-date records of guest transactions, payments, and room assignments.
  • Ensure proper documentation and follow-up for any guest issues or incidents.
  • Prepare daily reports on occupancy, revenue, and guest satisfaction metrics, and provide insights to management.
  • Handle administrative duties such as filing, report preparation, and updating guest information in the system.
• Safety & Security:
  • Ensure that front desk staff are familiar with emergency procedures and security protocols.
  • Assist with the management of guest room key security, lost and found items, and hotel property.
  • Ensure compliance with hotel policies regarding safety, security, and confidentiality.

• Education & Experience:
  • High school diploma or equivalent required; a degree in Hospitality Management or a related field preferred.
  • Minimum of 2-3 years of experience in hotel front office or guest services, with at least 1 year in a supervisory role.
  • Familiarity with hotel property management systems (PMS) and reservation software (e.g., Opera, OnQ, or similar).
  • Previous experience in customer service or hospitality management is preferred.
• Skills & Knowledge:
  • Strong interpersonal and communication skills, both written and verbal.
  • Excellent leadership skills with the ability to motivate and manage a team.
  • Strong problem-solving skills, with the ability to handle guest complaints and resolve issues effectively.
  • Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
  • Proficient in Microsoft Office Suite and familiarity with hotel management systems and technology.
• Personal Characteristics:
  • Positive attitude, friendly, and professional demeanor.
  • Strong customer service orientation and passion for delivering exceptional guest experiences.
  • Ability to work under pressure in a fast-paced environment.
  • Ability to adapt to changing situations and work well in a team environment.

• Ability to stand, walk, and move around the front desk area for extended periods of time.
• Ability to lift and carry up to 50 pounds of supplies or materials when needed.
• Flexibility to work shifts, including evenings, weekends, and holidays as required.