Front Desk Supervisor: Guest Experience Lead

Sage Hospitality Group; Baltimore (MD); On-site; USD 28,000 - 32,000; Full time

Job summary

Sage Hospitality Group is seeking a Front Desk Supervisor to oversee the front office team and ensure an efficient operation that delivers outstanding guest experiences.

You will train staff, handle guest inquiries, and supervise check-in/check-out processes while managing cash and ensuring accuracy in hotel charges. A strong customer-service mindset and leadership skills are essential.

Qualifications

• Understanding of hotel front office procedures.
• Knowledge of standard cash handling procedures and POS systems.
• Experience dealing with the public and basic customer service skills.
• Familiarity with company/hotel policies and procedures; ability to act accordingly.
• Demonstrated supervision/management abilities.
• Strong communication with guests and management; second language may be required.
• Ability to operate computer, calculator and telephone keyboards for cash handling.

Responsibilities

• Supervise front desk operations to ensure high service levels.
• Train, direct, coach and counsel the front desk team.
• Resolve guest issues quickly to maintain satisfaction and service quality.
• Complete check-in procedures and manage guest accounts at checkout.
• Handle cash, receipts, and hotel charges accurately and timely.
• Answer inquiries and upsell room nights to increase occupancy and revenue.
• Maintain guest relations with timely, knowledgeable responses in person and by phone.
• Operate PBX, manage wake-up calls and guest paging.
• Maintain cash control and fidelity according to policy; stay courteous.
• Perform additional duties as assigned by management.

Skills

Front office procedures

Cash handling

Customer service

Policies & procedures

Supervisory skills

Communication

Second language

Education

High school diploma or equivalent

Tools

Computer & calculator

Job description

Sage Hospitality Group is seeking a Front Desk Supervisor to oversee the front office team and ensure an efficient operation that delivers outstanding guest experiences.

You will train staff, handle guest inquiries, and supervise check-in/check-out processes while managing cash and ensuring accuracy in hotel charges. A strong customer-service mindset and leadership skills are essential.