Front Desk Supervisor
On-siteCharlotte, North Carolina, United States
Job Summary
Provide day-to-day guidance and leadership to Guest Service Associates by assigning responsibilities, observing performance, and modeling professionalism. Welcome guests warmly while ensuring efficient check-ins, handling accounts and payments accurately, and resolving complaints using sound judgment. Step up during busy periods and emergencies to investigate guest concerns, authorize revenue allowances, and communicate direction to the Front Office team. Maintain strong internal relationships with other departments to deliver a seamless guest experience. This role requires continuous mobility behind the desk, the ability to remain calm under pressure, and a commitment to coaching your team toward exceptional hospitality.
Required Qualifications
- Leadership skills
- Coaching and supporting others
- Guest-obsessed mindset
- Passion for hospitality
- Ability to remain calm under pressure
- Problem-solving abilities
- Sound decision-making
- Communication skills
- Diplomacy and patience
- Ability to handle difficult conversations professionally
- Detail orientation
- Team player mindset
- Adaptability
- Dependability
- Willingness to learn and continuously improve
- Professionalism and positivity in interactions
- Comfort working with hotel computer systems
- Ability to handle moderately complex mathematical calculations
- Ability to communicate clearly in writing and verbally
- Ability to maintain effective relationships with guests, associates, and other hotel partners
- Continuous mobility behind the front desk
- Ability to remain engaged and responsive throughout the shift
Desired Qualifications
- Natural leadership style
- Enjoyment of coaching, supporting, and developing others
- Genuine passion for hospitality
- Calm demeanor during busy periods or challenging guest situations
- Confidence in problem-solving
- Ability to make sound decisions and find solutions
- Excellent communication skills for giving clear direction and building relationships
- Diplomatic and patient nature
- Ability to handle difficult conversations professionally
- Detail orientation regarding guest accounts, payments, room information, and hotel systems
- Team player attitude
- Willingness to pitch in and help wherever needed
- Adaptability and dependability
- Willingness to learn and continuously improve
- Professionalism and positivity in every interaction
- Comfort with hotel computer systems
- Ability to handle moderately complex mathematical calculations
- Clear verbal and written communication skills
- Effective relationship building with guests, associates, and hotel partners
- Leadership experience
- Experience solving problems
- Experience creating exceptional guest experiences
- Ability to be the person a team can count on
- Experience leading people
- Experience coaching
- Experience supporting and developing others
- Experience with hotel computer systems
- Experience handling moderately complex mathematical calculations
- Experience communicating clearly in writing and verbally
- Experience maintaining effective relationships with guests, associates, and hotel partners
- Experience with continuous mobility behind the front desk
- Experience remaining engaged and responsive throughout the shift
- Ability to turn a frustrated guest into a satisfied one
- Ability to give direction without losing empathy
- Ability to see an opportunity to coach instead of simply criticize
- Understanding that the way people are treated matters
- Experience treating guests and associates with courtesy and respect
- Experience maintaining professionalism, punctuality, adaptability, and work standards
- Experience leading a talented team
- Experience creating experiences that guests remember
- Leadership skills
- Hospitality skills
- Personality
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