Front Desk Supervisor: Lead, Coach & Elevate Guest Service

Palette Hotels; New York (NY); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health benefits

Training programs

Promotion within the organization

Positive team culture

Job summary

Palette Hotels is seeking a Front Desk Supervisor to lead the front desk team and uphold our hospitality standards. You’ll support the Front Office Manager, coach agents in real time, and handle escalated guest concerns to maintain outstanding service.

Responsibilities include shift leadership, guest service escalation, and coordinating office operations with other departments. The role requires flexible availability and a hands-on leadership style in a busy hotel environment.

Qualifications

• Front desk or hotel guest service experience, including leadership.
• Strong coaching, communication and conflict-resolution skills.
• Comfort using a property management system and computer.
• Accuracy with billing, cash handling and reporting.
• Ability to stand and walk for extended periods (up to 8 hours per shift), and to lift and move up to 25 pounds frequently and up to 50 pounds occasionally.

Responsibilities

• Oversee shift leadership and coach agents with real-time direction.
• Lead shift briefings on priorities, VIP arrivals and guest requests.
• Monitor performance and coach or escalate to fix service gaps.
• Coordinate scheduling and ensure coverage across shifts.
• Train new agents on PMS, brand standards and guest service expectations.

Job description

Palette Hotels is seeking a Front Desk Supervisor to lead the front desk team and uphold our hospitality standards. You’ll support the Front Office Manager, coach agents in real time, and handle escalated guest concerns to maintain outstanding service.

Responsibilities include shift leadership, guest service escalation, and coordinating office operations with other departments. The role requires flexible availability and a hands-on leadership style in a busy hotel environment.