Front Desk Supervisor

Coury Hospitality; East Palo Alto (CA); On-site; USD 52,000 - 68,000; Full time

Job summary

Coury Hospitality in East Palo Alto seeks a Front Desk Supervisor to lead guest services and support front desk operations across our hospitality environments, ensuring a warm, brand‑aligned guest experience from check‑in to check‑out.

You will mentor Front Desk Agents, train and coach staff, oversee night and day operations, resolve guest concerns with care, manage room assignments and billing with accuracy, and collaborate with the Front Office Manager while upholding safety and brand

Qualifications

• Previous Front Desk or hotel guest services experience.
• Strong customer service and conflict-resolution skills.
• Knowledge of hotel systems (Opera or Lightspeed a plus).
• Basic accounting and cash-handling experience.
• Ability to multitask and make sound decisions quickly.
• Flexibility to work mornings, evenings, weekends, and holidays as needed.

Responsibilities

• Lead front desk team to deliver seamless, personalized service.
• Supervise, train, and coach Front Desk Agents to ensure service standards.
• Oversee daily front desk operations including check-in/check-out, room assignments, and billing accuracy.
• Serve as escalation point for guest concerns and implement service recovery.
• Maintain knowledge of hotel offerings, promotions, and local attractions.
• Collaborate with Front Office Manager and hotel teams.

Skills

Leadership

Customer Service

Communication

Multitasking

Tech-savvy

Tools

Opera or Lightspeed

Job description

What You’ll Do

As a Front Desk Supervisor, you’ll play a hands‑on leadership role in shaping guest experiences while supporting front desk operations across our unique hospitality environments, including:

• Leading by example to deliver seamless, personalized, and brand‑aligned guest service
• Supervising, training, coaching Front Desk Agents to ensure consistent service standards
• Overseeing daily front desk operations, including check‑in, check‑out, room assignments, and billing accuracy
• Serving as an escalation point for guest concerns and implementing effective, thoughtful service recovery
• Maintaining strong knowledge of hotel offerings, amenities, promotions, and local attractions
• Collaborating closely with the Front Office Manager and cross‑functional hotel teams
• Ensuring proper cash handling, key control, and adherence to accounting procedures
• Communicating guest preferences and special requests to relevant departments
• Supporting safety, security, and emergency procedures to ensure a calm and secure guest environment
• Maintaining confidentiality of all guest and hotel information
• Upholding AC and Hotel Citrine brand standards, professional appearance, and Coury Hospitality values

Who You Are

You’re a natural leader who thrives in a guest‑facing environment and enjoys developing others. You’re a great fit if you:

• Lead with empathy, professionalism, and a service‑first mindset
• Excel in fast‑paced environments and remain calm under pressure
• Enjoy coaching and supervising team members
• Communicate clearly and confidently with guests and colleagues
• Are detail‑oriented, organized, and tech‑comfortable
• Take pride in creating seamless, memorable guest experiences
• Bring curiosity about sustainability, hospitality trends, and local culture

What You Bring

• Previous Front Desk or hotel guest services experience
• Prior supervisory or leadership experience preferredStrong customer service and conflict‑resolution skills
• Knowledge of hotel systems (Opera or Lightspeed a plus)
• Basic accounting and cash‑handling experience
• Ability to multitask and make sound decisions quickly
• Flexibility to work mornings, evenings, weekends, and holidays as needed