Front Desk Supervisor & Guest Experience Leader

Tandem Hospitality Group; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Job summary

Tandem Hospitality Group is seeking a Front Office Supervisor to lead the Front Desk team and ensure high-quality guest service. You will oversee Front of House operations, coach staff, and collaborate with Housekeeping, Engineering, Catering and Sales to ensure smooth group handling.

The role emphasizes guest satisfaction, standing professionalism, and a culture of service with a strong focus on frontline leadership and daily operations management.

Qualifications

• 3 years' experience as a Guest Service Agent preferred.
• Supervisory experience required.
• Front Office Accounting experience.
• Proficiency in Microsoft applications is required.

Responsibilities

• Responsible for the adherence and enforcement of all Hotel policies and procedures
• Maintain the highest levels of professionalism and decorum amongst all the staff
• Monitor inventory control and ordering procedures for Front Office and guest supplies
• Oversee Front Desk Agent scheduling and requests
• Perform coaching and counseling of all Front Desk Agents, Night Auditors as needed to enforce standards
• Assist in creating a comprehensive training program instilling a culture of service and follow through
• Acts as a liaison between the Front Office and the Reservations/Sales team
• Involved in troubleshooting and resolving guest issues
• Handle any guest complaint or issue in a professional manner
• Complete a daily MOD Report to communicate guest opportunities and other information
• Assist the Front Desk with all aspects of operations including check-in and check-out process
• Review safety and security issues and implement corrective action steps
• Know all emergency procedures
• Coach associates on resolving and de-escalating conflicts
• Assist in welcoming and escorting VIPs and other guests
• Work with Housekeeping, Engineering, Catering and Sales to assure groups and functions are handled smoothly

Skills

Guest service

Leadership

Conflict resolution

Weekend availability

Tools

Microsoft Office

Job description

Tandem Hospitality Group is seeking a Front Office Supervisor to lead the Front Desk team and ensure high-quality guest service. You will oversee Front of House operations, coach staff, and collaborate with Housekeeping, Engineering, Catering and Sales to ensure smooth group handling.

The role emphasizes guest satisfaction, standing professionalism, and a culture of service with a strong focus on frontline leadership and daily operations management.