Front Desk Supervisor

Horseshoe Bay Resort; Charlotte (NC); On-site; USD 40,000 - 70,000; Full time

Job summary

Horseshoe Bay Resort is seeking a Front Desk Supervisor to lead a guest-focused team and ensure exceptional welcome experiences. You’ll coach, problem-solve, and maintain professional standards while guiding staff through daily operations.

In this role, you will supervise Guest Service Associates, oversee check-in/out, assist with room selection and information, and collaborate with other departments to deliver seamless guest experiences.

Qualifications

• Natural leader who enjoys coaching, supporting and developing others.
• Guest-obsessed and passionate about hospitality.
• Calm under pressure, especially when busy or challenging.
• Confident problem-solver who makes sound decisions.

Responsibilities

• Provide day-to-day guidance, leadership, and support to Guest Service Associates.
• Assign and communicate work responsibilities clearly while observing performance and encouraging growth.
• Set the tone for hospitality by modeling professionalism and outstanding guest service.
• Welcome guests warmly and listen to their needs.
• Ensure efficient check-in and check-out experience.
• Assist guests with room selection, rates, keys, and local information.
• Promote hotel and brand marketing programs when appropriate.
• Handle guest accounts, payments, and transactions accurately.
• Process guest charges and maintain records using hotel systems.
• Answer phones professionally and manage messages and packages.
• Step up during busy periods and emergencies with calm focus.
• Investigate guest concerns, identify solutions, take appropriate action.
• Use sound judgment to resolve unusual situations.

Skills

Leadership

Guest-centric

Calm under pressure

Problem solving

Communication

Diplomatic

Detail oriented

Team player

Adaptable

Professionalism

Job description

Lead the Welcome. Elevate the Experience. Inspire the Team.

The front desk is more than a place to check in—it’s where our guests form their first impression of the hotel.

We’re looking for a Front Desk Supervisor who understands that exceptional hospitality starts with a great team. In this role, you’ll be a leader, problem-solver, coach, and guest-service ambassador who helps ensure every guest feels welcomed, valued, and taken care of.

If you enjoy leading people, solving problems, creating exceptional guest experiences, and being the person your team can count on, this could be the opportunity for you.

What You’ll Do

• Provide day-to-day guidance, leadership, and support to Guest Service Associates.
• Assign and communicate work responsibilities clearly while observing performance and encouraging team members to grow.
• Set the tone for exceptional hospitality by modeling professionalism, positivity, and outstanding guest service.
• Welcome guests warmly and sincerely while listening carefully to their needs and requests.
• Ensure an efficient and accurate check-in and check-out experience.
• Assist guests with room selection, room rates, keys, hotel information, outlet hours, and local attractions.
• Promote hotel and brand marketing programs when appropriate.
• Handle guest accounts, payments, credit card authorizations, cash transactions, and house banks accurately.
• Process guest charges and maintain accurate records using hotel computer systems.
• Answer phones professionally and ensure guest messages, mail, packages, and other communications are handled appropriately.
• Step up during busy periods and emergencies, remaining calm, focused, and professional.
• Investigate guest concerns and complaints, identify the best solution, and take appropriate action.
• Use sound judgment and experience to resolve unusual or challenging situations.
• When necessary, authorize appropriate revenue allowances after other solutions have been explored.
• Communicate important information and direction to the Front Office team both verbally and in writing.
• Work closely with other departments to maintain strong internal relationships and deliver a seamless guest experience.
• Support the team wherever needed and perform other job-related responsibilities as assigned.

The position requires continuous mobility behind the front desk and the ability to remain engaged and responsive throughout the shift.

What We’re Looking For

We’re Looking For Someone Who Is

• A natural leader who enjoys coaching, supporting, and developing others.
• Guest-obsessed and genuinely passionate about hospitality.
• Calm under pressure , especially when the hotel is busy or a guest situation becomes challenging.
• A confident problem-solver who can make sound decisions and find solutions.
• An excellent communicator who can give clear direction and build strong relationships.
• Diplomatic and patient , with the ability to handle difficult conversations professionally.
• Detail-oriented , especially when handling guest accounts, payments, room information, and hotel systems.
• A team player who isn't afraid to pitch in and help wherever needed.
• Adaptable and dependable , with a willingness to learn and continuously improve.
• Professional and positive in every interaction with guests and associates.

The successful candidate should be comfortable working with hotel computer systems, handling moderately complex mathematical calculations, communicating clearly in writing and verbally, and maintaining effective relationships with guests, associates, and other hotel partners.

Why Join Our Front Office Team?

Because you can make a difference every single shift.

As a Front Desk Supervisor, you'll have the opportunity to influence the guest experience from the moment someone walks through our doors. You'll help your team become better at what they do, step in when guests need additional support, and help create a front-office environment where people feel welcomed and valued.

This is an opportunity for someone who wants to lead—not just manage.

You’ll be trusted to make decisions, coach your team, solve problems, and help the Front Office operate at its best.

The Leader We're Looking For

You might be the perfect fit if you're the person who:

• Stays calm when everyone else is stressed.
• Knows how to turn a frustrated guest into a satisfied one.
• Can give direction without losing empathy.
• Sees an opportunity to coach instead of simply criticising.
• Leads by example and isn't afraid to jump in and help.
• Understands that the way we treat people matters.

Our Front Desk Supervisors are guest-service ambassadors and role models for the team. We expect our leaders to treat guests and associates with courtesy and respect while maintaining the professionalism, punctuality, adaptability, and work standards expected throughout the hotel.

Ready to Lead the Welcome?

If you're ready to take your hospitality career to the next level, lead a talented team, and help create experiences that guests remember for the right reasons, we'd love to meet you.