FRONT DESK SUPERVISOR

Crescent Hotels & Resorts; Baltimore (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Benefits package

401(k) matching

Flexible scheduling

Hotel discounts—Crescent properties

Discounts at IHG hotels worldwide

Career development opportunities

Job summary

Crescent Hotels & Resorts is seeking a Front Desk Supervisor for Kimpton Hotel Monaco Baltimore Inner Harbor to oversee daily front desk operations, coach staff, and ensure exceptional guest service from arrival through departure.

You will coordinate with Housekeeping and Reservations, monitor room inventory and VIPs, and promote hotel amenities and loyalty programs while supporting a positive, professional team environment.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• IHG experience is a plus.

Responsibilities

• Lead Front Desk Agents during each shift while maintaining a positive and engaging work environment.
• Oversee check-in, check-out, and resolve guest concerns with professionalism and urgency.
• Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction.
• Monitor arrivals, departures, room inventory, VIP guests, and special requests.
• Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments for a seamless guest experience.

Skills

Guest service

Leadership

Communication

Conflict resolution

Tools

Property management system (PMS)

Job description

Description

At Kimpton Hotel Monaco Baltimore Inner Harbor, we put our guests on the fast track to luxury, comfort, and urban adventure. Our beautifully renovated, 202-room boutique hotel, located in the historic B&O Railroad Headquarters, offers an unforgettable experience in the heart of downtown Baltimore. Just steps from the Inner Harbor, Camden Yards, the National Aquarium, and the Baltimore Convention Center, our hotel blends historic charm with modern hospitality.

At Crescent Hotels & Resorts, our associates are the heart of everything we do. We believe our people are what make every guest experience exceptional. We encourage you to bring your authentic self to work, celebrate your accomplishments, and support your professional growth every step of the way. Through outstanding benefits, career development opportunities, and travel perks, we create an environment where You Belong. We Care. Shine Bright.

What We Offer

• Comprehensive benefits package for eligible associates and their families
• 401(k) with company match for eligible associates
• Flexible scheduling to support work-life balance
• Hotel discounts at Crescent-managed properties throughout North America
• Hotel room discounts at IHG hotels worldwide
• Career advancement and professional development opportunities

What You'll Do

As the Front Desk Supervisor, you'll lead by example and help create memorable guest experiences from arrival through departure. You'll oversee the daily Front Office operation, support and coach the front desk team, and ensure exceptional service standards are consistently delivered.

Responsibilities Include

• Lead and support Front Desk Agents during each shift while creating a positive and engaging work environment.
• Deliver exceptional guest service by assisting with check-in, check-out, and resolving guest concerns with professionalism and urgency.
• Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction.
• Handle guest concerns and service recovery, ensuring every issue is resolved with care and efficiency.
• Monitor arrivals, departures, room inventory, VIP guests, and special requests.
• Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments to ensure a seamless guest experience.
• Assist with scheduling, shift coverage, daily assignments, and operational priorities.
• Ensure compliance with hotel policies, cash-handling procedures, and brand standards.
• Promote hotel amenities, loyalty programs, and upsell opportunities to maximize guest satisfaction and revenue.

What We're Looking For

You love hospitality and enjoy inspiring others to deliver exceptional service. You lead with confidence, remain calm under pressure, and know how to create positive guest experiences even during challenging situations.

You Are

• Passionate about guest service and creating memorable experiences.
• A strong leader who enjoys coaching, mentoring, and developing others.
• Highly organized with excellent time management and problem-solving skills.
• Comfortable making decisions in a fast-paced environment.
• Flexible to work mornings, evenings, weekends, and holidays.
• A team player who leads with professionalism, positivity, and integrity.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• IHG experience is a plus.

Why Crescent?

At Crescent Hotels & Resorts, we strive to create a workplace where associates at every level are respected, supported, and empowered to succeed. We celebrate diversity, foster inclusion, and believe our differences make us stronger. If you're looking to build a rewarding career with a company that values teamwork, growth, and exceptional hospitality, we'd love to welcome you to our team.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Behaviors

• Team Player: Works well as a member of a group (Preferred)
• Loyal: Shows firm and constant support to a cause (Preferred)
• Leader: Inspires teammates to follow them (Preferred)
• Innovative: Consistently introduces new ideas and demonstrates original thinking (Preferred)
• Enthusiastic: Shows intense and eager enjoyment and interest (Preferred)
• Functional Expert: Considered a thought leader on a subject (Preferred)
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well (Preferred)
• Dedicated: Devoted to a task or purpose with loyalty or integrity (Preferred)

Motivations

• Preferred Self-Starter: Inspired to perform without outside help
• Preferred Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Preferred Financial: Inspired to perform well by monetary reimbursement
• Preferred Goal Completion: Inspired to perform well by the completion of tasks
• Preferred Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Preferred Entrepreneurial Spirit: Inspired to perform well by an ability to drive new ventures within the business
• Preferred Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization