Front Office Supervisor
Job Description Job Description POSITION TITLE: Front Office Supervisor REPORTS TO: Front Office Manager Our Why We prioritize quality, kindness, and community to provide a respite in downtown Cary, where all feel welcome. Our Core Values INSPIRE WONDER Innovation and Creativity | Surprise and Delight FOSTER HOSPITALITY Inclusive Culture | Home Away from Home PURSUE EXCELLENCE Exceptional Experiences | Attention to Detail | Focus on Quality DEMONSTRATE INTENTIONALITY Empathetic Engagement | Anticipatory Service | Sense of Ownership CULTIVATE COMMUNITY Team Collaboration | Community Engagement | Take Time to Celebrate POSITION SUMMARY: The Front Office Supervisor is responsible for supporting the daily operations of the Front Office department, ensuring exceptional guest service, efficient workflow, and strong team communication. This role provides hands-on leadership to Guest Service Agents and serves as a resource during busy periods, guest concerns, and operational challenges. The ideal candidate leads by example, demonstrates sound judgment, and maintains a strong presence at the front desk. A commitment to service excellence, accountability, and teamwork is essential. This position supports training efforts, monitors service standards, and ensures that guest interactions reflect the hotel’s commitment to hospitality and professionalism. DUTIES AND RESPONSIBILITIES: • Responsible for overseeing daily front desk operations to ensure smooth guest registration, check-in, check-out, and guest service • Responsible for supporting Guest Service Agents during peak periods and stepping in to assist when service demands increase • Responsible for resolving guest concerns promptly and professionally, ensuring positive outcomes and guest satisfaction • Responsible for maintaining awareness of room inventory, arrivals, departures, and special requests to support efficient operations • Responsible for ensuring front desk standards, appearance, and service expectations are consistently met • Responsible for communicating important guest information and operational updates to team members and leadership • Responsible for maintaining knowledge of hotel services, policies, and local information to support guest needs • Responsible for supporting the onboarding and training of new team members • Responsible for coaching team members to ensure service standards and procedures are consistently followed • Responsible for providing feedback to leadership regarding team performance and development opportunities • Responsible for promoting a positive and collaborative team environment • Responsible for modeling professionalism, reliability, and accountability in daily operations • Responsible for assisting with shift coverage and ensuring adequate staffing levels • Responsible for supporting leadership with performance conversations and operational follow-up as needed Responsible for ensuring accurate cash handling, posting of charges, and reconciliation of guest accounts • Responsible for assisting with monitoring labor schedules and maintaining staffing coverage • Responsible for maintaining front desk supplies and equipment readiness • Responsible for completing required reports, logs, and documentation in a timely and accurate manner • Responsible for supporting departmental goals related to guest satisfaction, service quality, and operational efficiency • Responsible for assisting with group arrivals, departures, and coordination with other departments Adhere to Health, Safety, and Service Standards • Responsible for complying with hotel safety procedures, emergency protocols, and company policies • Responsible for maintaining confidentiality and protecting guest information • Responsible for ensuring a safe and organized front desk environment • Responsible for maintaining a professional and positive approach with guests, coworkers, and leadership • Responsible for reporting incidents, safety concerns, or operational issues promptly QUALIFICATIONS: • At least one (1) year experience in hotel front desk or guest service operations • Previous supervisory or leadership experience preferred • Strong guest service skills and commitment to hospitality • Strong communication, organization, and problem-solving abilities • Ability to remain calm and professional in fast-paced or high-pressure situations • Must be able to operate effectively as part of a team and communicate clearly • Must be eligible to work in the United States • Ability to work a flexible schedule, including days, evenings, weekends, and holidays • Must be able to work overtime as required EDUCATION: High School diploma, general education degree or international equivalent preferred. PHYSICAL ABILITY: Ability to be on your feet and alert for extended periods Ability to lift up to 35 lbs. as needed Continuous use of hands and arms Continuous bending, reaching, and twisting Maintains strong personal image and uniform standards Note: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
