Front Desk Supervisor - Guest Experience & Team Lead

Crestline Hotels & Resorts; Orlando (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The Crestline Hotels & Resorts unit Hampton Inn Convention Center in Orlando is seeking a Front Desk Supervisor to guide the front desk team, ensure guest satisfaction, and maintain efficient service during peak hours.

Responsibilities include registration, room assignments, billing, training new associates, coordinating with housekeeping, and handling guest inquiries with professionalism. The role emphasizes teamwork, adherence to SOPs, and delivering a welcoming guest experience.

Qualifications

• High School Graduate or GED.
• 2–3 years of supervisory experience preferred, with at least one year experience at the front desk.
• Basic computer skills required.

Responsibilities

• Greet, register, and assign rooms to guests.
• Verify customers' credit and establish payment method for accommodation.
• Coordinate with housekeeping or maintenance when issues are reported.
• Make and confirm reservations.
• Issue room keys and provide instructions to bellhops.
• Keep records of room availability and guest accounts.
• Post charges to ledgers and manage payments.
• Compute bills and handle cash/change for guests.
• Record guest comments or complaints and refer to managers as needed.
• Answer inquiries about hotel services, registration, and directions; suggest restaurants and activities.
• Clean and maintain lobby and common areas; restock supplies.
• Plan, schedule, or supervise work of other staff.
• Advise housekeeping on room readiness after check-out.
• Assist guests with check-in/check-out and special requests per SOPs.
• Assist in training new associates and maintaining ongoing training.
• Ensure staff are familiar with hotel emergency procedures.
• Balance at end of shift and complete the shift checklist with desk agents.
• Greet guests warmly and handle questions within empowerment guidelines.

Job description

The Crestline Hotels & Resorts unit Hampton Inn Convention Center in Orlando is seeking a Front Desk Supervisor to guide the front desk team, ensure guest satisfaction, and maintain efficient service during peak hours.

Responsibilities include registration, room assignments, billing, training new associates, coordinating with housekeeping, and handling guest inquiries with professionalism. The role emphasizes teamwork, adherence to SOPs, and delivering a welcoming guest experience.