Front Desk Supervisor - DoubleTree by Hilton New York – LaGuardia Airport

Palette Hotels; New York (NY); Sur place; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Health benefits

Training programs

Promotion within the organization

Positive team culture

Résumé du poste

Palette Hotels is seeking a Front Desk Supervisor to lead the front desk team and uphold our hospitality standards. You’ll support the Front Office Manager, coach agents in real time, and handle escalated guest concerns to maintain outstanding service.

Responsibilities include shift leadership, guest service escalation, and coordinating office operations with other departments. The role requires flexible availability and a hands-on leadership style in a busy hotel environment.

Qualifications

• Front desk or hotel guest service experience, including leadership.
• Strong coaching, communication and conflict-resolution skills.
• Comfort using a property management system and computer.
• Accuracy with billing, cash handling and reporting.
• Ability to stand and walk for extended periods (up to 8 hours per shift), and to lift and move up to 25 pounds frequently and up to 50 pounds occasionally.

Responsabilités

• Oversee shift leadership and coach agents with real-time direction.
• Lead shift briefings on priorities, VIP arrivals and guest requests.
• Monitor performance and coach or escalate to fix service gaps.
• Coordinate scheduling and ensure coverage across shifts.
• Train new agents on PMS, brand standards and guest service expectations.

Description du poste

Join Our Team!

We're looking for a Front Desk Supervisor to lead our front desk team and set the tone for every guest's stay. If you're a hands-on leader who loves hospitality, coaches in the moment and steps in to turn a tough situation into a great one, we'd love to meet you.

About the Role

As Front Desk Supervisor, you'll support the Front Office Manager in overseeing all front desk operations across your assigned shifts. You'll give Front Desk Agents real-time direction and support, uphold brand and service standards, resolve escalated guest concerns, and build a culture of hospitality and accountability at the desk.

What You'll Do

Shift leadership and team support

• Supervise Front Desk Agents during your shifts, with real-time coaching, support and direction
• Lead shift briefings on daily priorities, VIP arrivals, occupancy and special guest requests
• Monitor team performance and adherence to standard procedures, and address service gaps with immediate coaching or escalation to management
• Help make sure every shift is covered, and coordinate scheduling adjustments with the Front Office Manager
• Train new Front Desk Agents on our property management system, procedures, brand standards and guest service expectations

Guest service and escalations

• Be the first point of escalation for guest complaints, disputes and service recovery
• Resolve concerns promptly and professionally, and document incidents and outcomes
• Oversee VIP arrivals and special accommodation requests, working with Housekeeping and other departments
• Review guest satisfaction scores and feedback, and share insights with the team to improve service

Operations and administration

• Oversee check-in, check-out, billing and cash-handling procedures for accuracy and compliance
• Review and approve adjustments, discounts and complimentary items within set authorization limits
• Coordinate with Housekeeping, Engineering and Sales on room assignments, room status and maintenance needs
• Assist with Night Audit and daily revenue reporting as assigned
• Maintain key control procedures and lobby presentation standards
• Follow all security, emergency, safety and fire prevention procedures

What We're Looking For

• Front desk or hotel guest service experience, including experience leading or training others, is preferred
• Strong coaching, communication and conflict-resolution skills
• Comfort using a property management system and computer for extended periods
• Accuracy with billing, cash handling and reporting
• Ability to stand and walk for extended periods (up to 8 hours per shift), and to lift and move up to 25 pounds frequently and up to 50 pounds occasionally, with or without reasonable accommodation
• Ability to hear and communicate clearly in person and over the phone
• Flexible availability, including evenings, overnights, weekends and holidays, as business needs require

At Palette Hotels, we are dedicated to creating and sustaining meaningful hospitality careers for our associates. We support our associates with highly competitive salaries, outstanding health, benefits, extensive training and development programs, promotion within the organization, and a positive team-based culture where people make the difference.

Palette Hotels, is an equal opportunity employer with policies prohibiting unlawful discrimination on the basis of any protected classification under applicable local, state and/or federal laws, which can include race, color, creed, sex, national origin, age, veteran status or physical or mental disability unrelated to job requirements.

Palette Hotels policies also provide for a drug-free workplace, where the use, possession, or influence of illegal drugs or alcohol while on company time is generally prohibited. An employee's use (or abuse) of legally prescribed medication may also implicate company policy, where it impairs judgment or work performance or otherwise creates workplace safety risks.

Palette participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.