Front Desk Supervisor

Ontario Trillium Foundation; Town of Ithaca (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Ontario Trillium Foundation seeks an experienced Front Desk Supervisor to lead our guest services team and oversee daily front office operations across multiple shifts. You will act as a key leader in delivering exceptional customer service within a fast-paced hospitality environment.

You will train and mentor Front Desk Agents, coordinate with Housekeeping, Maintenance, and Food & Beverage, and manage cash handling and administrative tasks with a focus on guest satisfaction.

Qualifications

• Previous supervisory or leadership experience in a hotel setting is highly preferred.
• Minimum of two years of front desk or guest relations experience required.
• Advanced proficiency with hospitality management software and Property Management Systems.
• Proven ability to lead, motivate, and develop a successful team.
• Exceptional problem-solving, communication, and interpersonal skills.
• Strong understanding of cash handling and front office accounting procedures.
• Excellent phone etiquette and professional demeanor.

Responsibilities

• Oversee daily front desk operations, ensuring seamless check-in and check-out processes for all guests.
• Train, mentor, and support Front Desk Agents to uphold the highest standards of hospitality.
• Act as the primary point of contact for escalated guest inquiries or concerns, resolving issues promptly and professionally.
• Monitor shift performance, manage daily checklists, and ensure all administrative tasks are completed accurately.
• Audit daily cash drawers and credit card transactions to maintain strict financial records.
• Collaborate closely with Housekeeping, Maintenance, and our Food and Beverage teams to guarantee overall guest satisfaction.
• Assist management with staff scheduling, front office inventory, and standardizing operating procedures.
• Perform standard front desk duties as needed to support the team during peak hours, including greeting guests, answering phones, and providing local recommendations.

Skills

Staff leadership

Guest relations

Communication

Cash handling

PMS software

Team scheduling

Education

High school diploma or equivalent

Tools

Property Management System (PMS)

Reservation software

Job description

We are seeking an experienced and dedicated Front Desk Supervisor to lead our guest services team. In this role, you will oversee daily front office operations across multiple shifts and serve as a key leader in providing exceptional customer service. If you have a passion for hospitality, a talent for guiding a team, and thrive in a fast-paced environment, we would love to have you join our leadership team.

Duties

• Oversee daily front desk operations, ensuring seamless check-in and check-out processes for all guests

• Train, mentor, and support Front Desk Agents to uphold the highest standards of hospitality

• Act as the primary point of contact for escalated guest inquiries or concerns, resolving issues promptly and professionally

• Monitor shift performance, manage daily checklists, and ensure all administrative tasks are completed accurately

• Audit daily cash drawers and credit card transactions to maintain strict financial records

• Collaborate closely with Housekeeping, Maintenance, and our Food and Beverage teams to guarantee overall guest satisfaction

• Assist management with staff scheduling, front office inventory, and standardizing operating procedures

• Perform standard front desk duties as needed to support the team during peak hours, including greeting guests, answering phones, and providing local recommendations

Experience

• Previous supervisory or leadership experience in a hotel setting is highly preferred

• Minimum of two years of front desk or guest relations experience required

• Advanced proficiency with hospitality management software and Property Management Systems

• Proven ability to lead, motivate, and develop a successful team

• Exceptional problem-solving, communication, and interpersonal skills

• Strong understanding of cash handling and front office accounting procedures

• Excellent phone etiquette and professional demeanor

If you are ready to take the next step in your hospitality career and help guide a dynamic team, we offer competitive compensation, opportunities for professional growth, and a supportive work environment. Join us in creating memorable experiences for our valued guests.