Front Desk Supervisor: Guest Experience Leader

Crescent Hotels and Resorts; Baltimore (MD); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) with company match

Flexible scheduling

Hotel discounts at Crescent-managed

Hotel room discounts at IHG hotels

Career advancement opportunities

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 operations and coach the front desk team. You will ensure exceptional service from arrival to departure and manage guest concerns with urgency.

You love hospitality, stay calm under pressure, and inspire others to deliver memorable experiences while supporting team scheduling and brand standards.

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

Leadership

Guest service

Communication

Tools

Property Management System (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 operations and coach the front desk team. You will ensure exceptional service from arrival to departure and manage guest concerns with urgency.

You love hospitality, stay calm under pressure, and inspire others to deliver memorable experiences while supporting team scheduling and brand standards.