Evening Front Desk Supervisor - Guest Experience Lead

Palette Hotels; Village of Nyack (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salaries

Health benefits

Training programs

Promotion opportunities

Team culture

Job summary

Palette Hotels in Nyack, NY is seeking a Front Desk Supervisor to oversee evening front office operations, ensuring seamless check-ins, courteous guest reception, and proactive service recovery. The MOD on duty role supports guests and staff while coordinating with housekeeping and engineering.

You will train and coach Front Desk Agents, manage guest escalations with diplomacy, and help drive upselling and loyalty enrollment.

Qualifications

• Minimum 1–2 years of front desk experience in a hotel setting.
• Proficiency with PMS and standard office software; Opera experience preferred.
• Strong interpersonal and verbal/written communication skills.
• Ability to work a consistent PM schedule, including weekends and holidays.
• Ability to stand, walk, and remain active behind the front desk and across the property for extended periods.

Responsibilities

• Oversee evening Front Desk operations, ensuring seamless check-ins, guest inquiries, and departure procedures.
• Escalate guest concerns and execute proactive service recovery to uphold high guest satisfaction.
• Act as Manager on Duty (MOD) during evening shifts, overseeing security, key control, incidents, and escalations.
• Coordinate with Housekeeping, Food & Beverage, and Engineering to prioritize room readiness and maintenance requests.
• Maintain awareness of occupancy, room inventory, and VIP arrivals to resolve issues before they impact guests.

Skills

Interpersonal communication

Verbal communication

Customer service

Tools

Opera PMS

Job description

Palette Hotels in Nyack, NY is seeking a Front Desk Supervisor to oversee evening front office operations, ensuring seamless check-ins, courteous guest reception, and proactive service recovery. The MOD on duty role supports guests and staff while coordinating with housekeeping and engineering.

You will train and coach Front Desk Agents, manage guest escalations with diplomacy, and help drive upselling and loyalty enrollment.