Front Desk Supervisor

Ivy Hospitality; Kentucky; On-site; USD 36,000 - 48,000; Full time

Job summary

Ivy Hospitality in Kentucky seeks a Front Desk Supervisor to lead guest services and ensure smooth check-ins and check-outs. You will greet guests, verify reservations, process payments, enroll guests in the loyalty program, and provide accurate information about local area and hotel services.

You will oversee the front desk team during shifts, handle guest requests, respond to complaints, coordinate transportation, and promote hotel amenities.

Qualifications

• Education: High School diploma or equivalent.
• Experience: Must have at least 1 year of prior hotel experience.
• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays.

Responsibilities

• Greet and welcome guests, ensuring a warm first impression.
• Register guests and verify reservations, addresses, and payment details.
• Promote and enroll guests in the hotel loyalty program.
• Process payments during check-in/check-out and manage daily receipts.
• Assist with service requests and issue keys.
• Respond to guest complaints with solutions and escalation as needed.
• Answer calls and handle reservations efficiently.
• Coordinate hotel shuttle or transportation services.
• Assist guests with luggage.
• Provide information about local area, services, and amenities.
• Manage guest requests for laundry, wake-up calls, etc.
• Prepare for VIP guests.
• Follow SOPs and assist AGM/GM.
• Maintain neat appearance and support team environment.

Skills

Verbal & written communication

Basic computer skills

Knowledge of hotel/services/area

Stand for long hours

Lift up to 15 lbs

Flexible schedules nights weekends & 1

Education

High School diploma or equivalent

Job description

The Front Desk Supervisor is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check‑ins and check‑outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check‑in and check‑out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake‑up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well‑groomed appearance in accordance with company standards.
• Oversee the shift and all employees during the shift.
• Any other job duties assigned by AGM, Sales Team and or GM.

Qualifications

Education: High School diploma or equivalent.

Experience: Must have at least 1 year of prior to hotel experience to be considered.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.