Front Desk Supervisor (Innkeeper)
On-siteKey West, Florida, United States
Job Summary
Supervise daily Front Office operations, including guest check-in, check-out, reservations, and overall guest services to ensure a seamless arrival and departure experience. Lead, motivate, and support the Front Office team by fostering a positive, collaborative, and service-focused work environment while training, onboarding, coaching, and mentoring new and existing staff. Deliver exceptional guest service by anticipating needs and promptly resolving inquiries, concerns, and special requests with professionalism and empathy. Ensure accuracy of guest reservations, room assignments, billing, and cash handling procedures while maintaining a clean, organized, and welcoming Front Desk and lobby area. Collaborate with Housekeeping, Engineering, Food & Beverage, and other departments to resolve guest concerns and monitor compliance with hotel policies, safety standards, and operational guidelines. Assist with scheduling, shift coverage, and daily staffing needs to ensure efficient department operations. Serve as Manager on Duty when assigned, responding appropriately to operational issues, emergencies, and guest concerns. Review guest feedback and identify opportunities to improve service, team performance, and operational efficiency.
Required Qualifications
- Minimum of 2-3 years of Front Office or hotel guest services experience
- previous supervisory or leadership experience
- Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms
- Strong leadership, coaching, and team development skills
- ability to motivate others and lead by example
- Excellent communication, interpersonal, and guest service skills
- Strong organizational, problem-solving, and conflict resolution abilities
- Ability to multitask, prioritize responsibilities, and remain calm in a fast-paced hospitality environment
- Working knowledge of hotel operations, reservations, cash handling, and guest service standards
- Proficient in Microsoft Office and other basic computer applications
- Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts based on business needs
- Ability to stand and walk for extended periods and occasionally lift up to 25 pounds
- Must be able to read, write, speak, and understand English
- Pre-employment drug test
- background check
Desired Qualifications
- previous supervisory or leadership experience
- Experience with hotel property management systems such as StayNTouch, Opera, or similar PMS platforms
- Strong leadership, coaching, and team development skills
- ability to motivate others and lead by example
- Excellent communication, interpersonal, and guest service skills
- Strong organizational, problem-solving, and conflict resolution abilities
- Ability to multitask, prioritize responsibilities, and remain calm in a fast-paced hospitality environment
- Working knowledge of hotel operations, reservations, cash handling, and guest service standards
- Proficient in Microsoft Office and other basic computer applications
- Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and varying shifts based on business needs
- Ability to stand and walk for extended periods and occasionally lift up to 25 pounds
- Must be able to read, write, speak, and understand English
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