Front Desk Supervisor

Ivy Hospitality; West Chester Township (OH); On-site; USD 42,000 - 54,000; Full time

Job summary

Ivy Hospitality in West Chester Township, Ohio seeks a Front Desk Supervisor to deliver exceptional guest service during check-in/out, greet arrivals, and assist with inquiries, ensuring a warm, efficient experience. You will train and oversee front desk staff, promote the loyalty program, handle payments and reservations, coordinate shuttle services, and cover shifts including nights and weekends.

Knowledge of local area and hotel amenities is essential.

Qualifications

• Education: High School diploma or equivalent.
• Experience: Must have at least 1 year of prior hotel experience.

Responsibilities

• Greet and welcome guests on arrival; register them in the hotel system and verify details.
• Promote and enroll guests in the hotel loyalty program; recognize and reward members.
• Process payments at check-in/out; manage house bank and daily receipts.
• Assist guests with service requests (keys, safety deposit boxes, charges).
• Respond to guest complaints with solutions; escalate when needed.
• Answer calls and handle reservations with accuracy and courtesy.
• Assist with shuttle/transport services and timely arrivals.

Skills

Verbal and written communication

Basic computer skills

Hotel knowledge

Stamina for long shifts

Lifting up to 15 lbs

Flexible scheduling

Education

High School diploma or equivalent

Job description

The Front Desk Supervisor is responsible for providing exceptional service to guests during their stay. The primary focus is on welcoming guests, ensuring smooth check‑ins and check‑outs, and addressing guest inquiries and issues in a friendly, efficient manner.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Greet and welcome guests upon arrival, ensuring a warm and positive first impression. Register guests into the hotel’s system, verifying reservation details, address, and payment information.
• Promote and enroll guests in the hotel’s loyalty program, providing recognition and benefits to members.
• Process payments during check‑in and check‑out, manage a house bank, and accurately report daily receipts.
• Assist guests with service requests, such as issuing keys, handling safety deposit boxes, and posting miscellaneous charges.
• Respond promptly and effectively to guest complaints, providing solutions and escalating as necessary.
• Answer telephone calls courteously, providing accurate information and service. Handle reservations with efficiency and accuracy.
• Assist with hotel shuttle or transportation services, ensuring timely and courteous service.
• Assist guests with luggage upon arrival and departure.
• Be knowledgeable about the local area, hotel services, and amenities, providing helpful information to guests.
• Manage guest requests for laundry, dry cleaning, messages, wake‑up calls, mail, and faxes.
• Be aware of and prepare for incoming VIP guests.
• Follow all company Standard Operating Procedures and perform additional tasks as directed by the General Manager.
• Exhibit a positive and cooperative attitude as part of the team.
• Communicate effectively with coworkers and contribute to a supportive work environment.
• Handle and account for keys properly.
• Understand and adhere to emergency procedures and security policies.
• Ensure the confidentiality and protection of guest room numbers.
• Promote hotel amenities and upgrades to guests to enhance their experience and increase revenue.
• Must maintain a neat, clean, and well‑groomed appearance in accordance with company standards.
• Oversee the shift and all employees during the shift.
• Any other job duties assigned by AGM, Sales Team and or GM.

Qualifications

Education: High School diploma or equivalent.

Experience: Must have at least 1 year of prior to hotel experience to be considered.

• Strong verbal and written communication skills.
• Basic computer skills.
• Knowledge of the hotel, its services, and the surrounding area.
• Ability to stand for extended periods, up to 8 hours.
• Ability to lift up to 15 lbs on occasion.
• Willingness to work flexible schedules, including nights, weekends, and holidays, as required by the business needs.