Front Desk Supervisor

Confidential; Orlando (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Confidential in Orlando is seeking a Front Desk Supervisor to oversee daily operations, ensure smooth check-in/check-out experiences, and support guest satisfaction. The role requires leading by example on the desk, handling escalated guest issues, and coordinating with other departments to maintain service standards.

You will supervise front desk agents, conduct shift briefings, monitor room inventory, and ensure integrity in guest billing while upholding brand standards and loyalty program

Qualifications

• Minimum 2+ years of hotel front desk experience with 6–12 months in a supervisory role.
• Proficiency with major PMS (Opera/OnQ/FOSSE/LightSpeed) and basic MS Excel/Outlook.

Responsibilities

• Oversee daily front desk operations including check-ins/outs, room assignments, and guest billing.
• Perform shift audits, cash drawer reconciliation, and end-of-shift reporting.
• Act as Manager on Duty during shifts and resolve escalated guest issues.
• Coordinate with Housekeeping, Maintenance, and Sales/Events to ensure smooth turnover.

Skills

Communication

Discretion

Flexibility

Tools

Opera PMS

OnQ PMS

FOSSE PMS

LightSpeed

MS Excel

Outlook

Job description

The Front Desk Supervisor oversees daily front office operations, ensuring seamless check-in/check-out experiences, exceptional guest satisfaction, and effective communication across hotel departments. Acting as a bridge between frontline agents and department leadership, this position leads by example on the desk, resolves escalated guest issues, and handles administrative and shift-reconciliation duties.

1. Shift Leadership & Operations

• Oversee daily Front Desk operations, including check-ins, check-outs, room assignments, and guest billings.
• Perform shift audits, cash drawer reconciliations, and routine end-of-shift reporting.
• Monitor room inventory, high-occupancy days, block allocations, and special guest requests.
• Serve as the Manager on Duty (MOD) during assigned shifts, addressing emergencies or operational bottlenecks.
• Act as the primary point of contact for complex guest complaints, handling situations with empathy, speed, and discretion.
• Ensure team adherence to brand service standards, VIP protocol, and loyalty program recognition.
• Review daily guest feedback (surveys, reviews) and partner with leadership to implement service improvements.

3. Team Support & Training

• Assist in onboarding, training, and mentoring Front Desk Agents on property management systems (PMS), standard operating procedures, and customer service standards.
• Conduct daily shift pre-shifts/huddles to communicate property updates, occupancy targets, and VIP arrivals.
• Assist management in monitoring employee performance and providing real-time feedback.

4. Confidentiality & Interdepartmental Coordination

• Maintain strict confidentiality regarding guest information, sensitive hotel records, internal management communications, and ongoing operational changes.
• Collaborate closely with Housekeeping, Maintenance, and Sales/Events to ensure smooth room turnover and guest satisfaction.

Key Qualifications & Requirements

• Experience: Minimum 2+ years of hotel front desk experience, with at least 6-12 months in a senior agent, lead, or supervisory role.
• Technical Skills: Proficiency with major Property Management Systems (PMS) such as Opera, OnQ, FOSSE, or LightSpeed. Basic working knowledge of MS Excel and Outlook.
• Communication: Excellent verbal and written communication skills; ability to remain calm and professional under pressure.
• Discretion: High degree of integrity and discretion when handling internal staff adjustments and confidential business practices.
• Flexibility: Open availability to work flexible shifts, including weekends, evenings, and holidays as operational needs require.

Physical Requirements & Working Conditions

• Standing for extended periods (up to 8 hours per shift).
• Ability to lift, carry, or push up to 25-30 lbs (e.g., luggage, supply boxes).
• Fast-paced environment with frequent guest and staff interactions.