Front Desk Supervisor: Guest Experience Leader

Crescent Hotels & Resorts; Baltimore (MD); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Comprehensive benefits package for all

401(k) with company match

Flexible scheduling

Hotel discounts at Crescent-managed &

Hotel room discounts at IHG hotels

Career advancement and professional开发

Job summary

Kimpton Hotel Monaco Baltimore Inner Harbor, part of Crescent Hotels & Resorts, is seeking a Front Desk Supervisor to lead the daily Front Office and deliver memorable guest experiences from arrival through departure.

You will supervise front desk agents, handle check-in/check-out, coach staff, resolve guest concerns with professionalism, and coordinate with Housekeeping and Engineering to ensure a seamless service.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• IHG experience is a plus.

Responsibilities

• Lead and support Front Desk Agents during each shift while creating a positive and engaging work environment.
• Deliver exceptional guest service by assisting with check-in, check-out, and resolving guest concerns with professionalism and urgency.
• Coach, train, mentor, and motivate associates to achieve outstanding guest satisfaction.
• Handle guest concerns and service recovery, ensuring every issue is resolved with care and efficiency.
• Monitor arrivals, departures, room inventory, VIP guests, and special requests.
• Coordinate daily operations with Housekeeping, Engineering, Reservations, and other departments to ensure a seamless guest experience.
• Assist with scheduling, shift coverage, daily assignments, and operational priorities.
• Ensure compliance with hotel policies, cash-handling procedures, and brand standards.
• Promote hotel amenities, loyalty programs, and upsell opportunities to maximize guest satisfaction and revenue.

Skills

Front Office experience

Supervisory experience

Guest service

Communication skills

Problem solving

Time management

Tools

Hotel PMS

Job description

Kimpton Hotel Monaco Baltimore Inner Harbor, part of Crescent Hotels & Resorts, is seeking a Front Desk Supervisor to lead the daily Front Office and deliver memorable guest experiences from arrival through departure.

You will supervise front desk agents, handle check-in/check-out, coach staff, resolve guest concerns with professionalism, and coordinate with Housekeeping and Engineering to ensure a seamless service.