Front Desk Supervisor

Hampton Inn & Suites Orlando International Drive North; Orlando (FL); On-site; USD 34,000 - 46,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

Exclusive hotel discounts

Job summary

Naples Hotel Group in Orlando seeks a Front Desk Supervisor to uphold brand standards and deliver exceptional guest service. You will guide front desk staff during shifts, assist with check-in/check-out, and resolve routine issues in a welcoming, professional environment.

The role emphasizes collaboration with housekeeping and maintenance, adherence to privacy and security protocols, and a commitment to hospitality from our family to yours.

Qualifications

• Strong verbal and written communication skills.
• Proficient with basic computer/keyboard functions; PMS experience preferred.
• 1-2 years of hotel front desk or guest service experience required.
• Lead or support front desk experience is a plus.
• Able to work flexible schedule including nights, weekends, and holidays.
• Attention to detail and adherence to procedures and standards.

Responsibilities

• Provide a warm and professional welcome to all guests.
• Assist with guest check-ins/check-outs using the PMS.
• Respond to guest inquiries and concerns promptly.
• Monitor lobby/front desk for cleanliness and a professional atmosphere.
• Support front desk team by guiding and assisting colleagues.
• Communicate with housekeeping and maintenance to meet guest needs.
• Handle reservations, cancellations, and modifications as needed.
• Maintain guest information and room charges accurately.
• Follow security, privacy, and hotel policies.
• Restock front desk supplies and materials.

Skills

Communication

Customer service

Problem solving

Attention to detail

Flexibility

Tools

PMS (Property Management System)

Job description

As a Front Desk Supervisor, you will support the daily operations of the front desk by providing exceptional service to guests, assisting with check-in and check-out procedures, and helping resolve routine issues. In this role, you will serve as a go-to resource for front desk team members during your shift, ensuring that brand standards and guest service expectations are consistently met.While this position does not include managerial responsibilities, you will set the tone for service excellence and help reinforce a welcoming environment for all guests. You will be living out our company purpose of “hospitality from our family to yours.”

Job Responsibilities:

• Provide a warm and professional welcome to all guests upon arrival and throughout their stay.
• Assist with guest check-ins and check-outs using the property management system in accordance with brand standards.
• Respond to guest inquiries, requests, and concerns in a timely, courteous, and effective manner.
• Monitor lobby and front desk area to ensure cleanliness, organization, and a professional atmosphere.
• Support front desk associates by answering questions, providing guidance, and helping resolve minor service issues.
• Communicate effectively with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Follow established procedures for handling room moves, special requests, and service recovery situations.
• Maintain accurate records of guest information, payment methods, and room charges.
• Ensure key security, privacy standards, and guest confidentiality protocols are followed at all times.
• Process reservations, cancellations, and modifications as needed.
• Handle cash, credit card transactions, and shift reports according to hotel cash handling policies.
• Restock and maintain front desk supplies and printed materials.
• Follow hotel policies for lost and found, emergency procedures, and safety protocols.
• Greet each guest you encounter during your shift with a friendly smile and helpful attitude.
• Must maintain a professional appearance in accordance with company standards.
• Additional responsibilities may be assigned as needed to meet evolving business demand.

Job Qualifications:

• 1-2 years of experience in hotel front desk or guest service roles required.
• Prior experience in a lead or support role at the front desk is a plus.
• Strong verbal and written communication skills to interact effectively with guests, coworkers, and other departments.
• Proficient in basic computer and keyboard functions; experience with property management systemspreferred.
• Strong problem-solving skills and the ability to work independently with minimal supervision.
• Must be able to work a flexible schedule, including nights, weekends, and holidays.
• High attention to detail and commitment to following procedures and standards.

Physical Demands:

• Must be able to lift, push, pull, or carry up to 50 pounds.
• Requires frequent and prolonged periods of standing, walking, bending, reaching, and stretching throughout the shift.
• Manual dexterity required to operate phones, computers, tablets, and other standard office equipment.
• Must be able to work in a fast-paced environment, handling multiple tasks and guest interactions simultaneously.
• Abilityto remain calm and focused while working under pressure or during high-stress situations. As a family-owned business built on genuine relationships, Naples Hotel Group places immense value on the character and quality of our team. We are dedicated to creating an environment where associates serve each other, our partners, and the community with kindness and respect, working together toward meaningful shared success. Our tight-knit team structure ensures every voice is heard, fostering a collaborative culture rich with opportunities for career advancement and personal development.

Comprehensive Benefits Package for Full-Time Employees

• Paid Time Off: 2 weeks of vacation in the first year and 4 sick days per year
• Comprehensive health, dental, and vision insurance, plus disability and life coverage
• 401(k) with employer matchExclusive global hotel discounts
• Career growth opportunities across our hotel portfolio
• Additional perks including paid volunteer time and lifestyle discounts

Source: Naples Hotel Group