Front Desk Supervisor

NCG Hospitality; Madison (WI); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Worldwide hotel discounts

Complimentary stays

Referral incentives

Paid volunteer hours

Recognition programs

Job summary

NCG Hospitality's Madison West Hampton Inn & Suites is seeking a Front Desk Supervisor to lead daily front desk operations, support team members, and ensure every guest has a smooth and memorable stay. Starting at $20.00-$22.00 per hour, experienced candidates may qualify for a higher wage.

Flexible availability required Monday to Friday, weekends and holidays, with shifts from 7 am–3 pm and 3 pm–11 pm. This role emphasizes guest service excellence, room revenue controls, and adherence to brand

Qualifications

• Six or more months of front desk experience.
• At least one year of supervisory experience.
• Motivated to maintain excellent customer service reputation.
• Strong oral and written communication and interpersonal skills.
• Strong attention to detail, organization, and follow-up abilities.
• Ability to work effectively and efficiently in a fast-paced setting.

Responsibilities

• Provides highest level of service by anticipating, listening attentively, and responding promptly to guests’ needs, setting the standard for front desk team to follow
• Enforces policies and procedures according to NCG Hospitality and property brand standards
• Assists in recruitment, orientation, training, and scheduling of new team members
• Assists in reviewing and approving city ledger/direct billing, guaranteed no-show billing, direct bill accounts, Service Recovery files and end-of-month reports
• Ability to perform all duties of a Guest Service Representative

Skills

Front desk experience

Supervisory experience

Customer service

Communication skills

Job description

Join a 2026 USA Today Top Workplace Winner! Starting at $20.00-$22.00/hour, experienced candidates may qualify for a higher wage Flexible availability required Monday to Friday, Weekends, and Holidays Open to both Morning and Evening shifts from 7 am to 3 pm and from 3 pm to 11 pm Previous customer service experience in a customer-facing role is preferred. We take great pride in the inclusive environment we’ve created attributing to our award-winning status, an experience in which team members at every level are fully engaged and can see the relationship between their job responsibilities and the overall success of the Madison West Hampton Inn & Suites.

How You'll Make An Impact

Lead the way in guest service excellence as the Front Desk Supervisor, overseeing daily front desk operations, supporting team members, and ensuring every guest has a smooth and memorable stay.

• Provides highest level of service by anticipating, listening attentively, and responding promptly to guests’ needs, setting the standard for front desk team to follow
• Enforces policies and procedures according to NCG Hospitality and property brand standards
• Assists in recruitment, orientation, training, and scheduling of new team members
• Assists in reviewing and approving city ledger/direct billing, guaranteed no-show billing, direct bill accounts, Service Recovery files and end-of-month reports
• Ability to perform all duties of a Guest Service Representative

To Be Successful In This Role, You'll Bring

• Six or more months of front desk experience
• At least one year of supervisory experience
• Motivated to maintain excellent customer service reputation
• Strong oral and written communication and interpersonal skills
• Strong attention to detail, organization, and follow-up abilities
• Ability to work effectively and efficiently in a fast-paced setting

Why You'll Love Working Here

Career Growth

• Personalized career development and advancement opportunities
• Leadership training, mentorship, and educational assistance
• Opportunities to grow across 35 hotels and our Corporate Office

Team Member Perks

• Worldwide hotel discounts and complimentary stays at NCG Hospitality-managed hotels
• Referral and incentive programs to earn additional rewards
• Paid Volunteer Hours, recognition programs, and appreciation events

Health & Wellness

• Medical, dental, and vision coverage
• Paid Time Off, Paid Sick Time, and Employee Assistance Program
• HSA/FSA options, telehealth, wellness benefits, and more

Financial Benefits

• Competitive pay with same-day pay options
• 401(k) with generous company match
• Performance bonuses for eligible positions