Front Desk Supervisor

Sheraton Baltimore North; Towson (MD); On-site; USD 26,174 - 27,552; Full time

Job summary

Sheraton Baltimore North in Towson, MD, is looking for a Hotel Front Desk Supervisor to manage daily front office operations. This role involves training staff, resolving guest complaints, and ensuring smooth operations during check-ins and check-outs.

The ideal candidate will have 1-3 years of experience in hotel operations, with supervisory experience preferred. Proficiency in Property Management Systems is essential. The position offers a competitive hourly wage between $19 and $20.

Qualifications

• 1-3 years of front desk or hotel operations experience.
• Previous supervisory experience highly preferred.
• Ability to multitask under pressure is essential.

Responsibilities

• Onboard and train new front office agents.
• Create and manage shift schedules.
• Provide direction and performance feedback to the team.
• Ensure guests are greeted and checked in/out professionally.
• Manage guest complaints and special requests efficiently.
• Supply information on hotel amenities and local attractions.
• Monitor front desk systems for accuracy.
• Manage cash drawers and assist with night audits.
• Coordinate with Housekeeping and Maintenance teams.

Skills

Conflict resolution

Verbal communication

Written communication

Multitasking

Proficiency in Property Management Systems

Tools

Marriott PMS

Job description

The Hotel Front Desk Supervisor oversees daily front office operations, ensuring seamless guest experiences and efficient staff management. They act as the primary liaison between front desk agents and hotel management, handling escalated issues, staff training, scheduling, and ensuring adherence to brand service standards.

Responsibilities

• Onboard and continuously train new front office agents on hotel systems, safety procedures, and brand standards.
• Create and manage shift schedules to ensure adequate coverage during peak check-in/out times.
• Act as a role model, providing daily direction, motivation, and performance feedback to the team.
• Ensure all guests are greeted, checked in, and checked out in a warm, efficient, and professional manner.
• Serve as the first point of escalation for guest complaints or special requests, resolving billing discrepancies, room changes, and service recovery issues swiftly.
• Supply guests with information on hotel amenities, local attractions, and dining options.
• Monitor front desk, reservation, and communication systems for accuracy.
• Manage cash drawers, process payments, and assist with night audit reviews and account settlements.
• Coordinate with Housekeeping and Maintenance teams regarding room status, VIP arrivals, and maintenance requests.

Qualifications

• Requires 1-3 years of front desk or hotel operations experience, with previous supervisory experience highly preferred.
• Proficiency in Property Management Systems (PMS), Marriott.
• Exceptional conflict resolution, clear verbal and written communication, and the ability to multitask under pressure.

Compensation

$19 - $20 hourly