Front Office Lead: Elevate Guest Service & Operations

OTH Hotels Resorts; Southbury (CT); On-site; USD 42,000 - 56,000; Full time

Job summary

OTH Hotels Resorts invites applications for a Front Office Supervisor to lead the front desk team and assist the Front Office Manager in delivering exceptional guest service. You will supervise front desk agents, concierge, and bell staff, manage schedules, and ensure check-in/check-out efficiency while upholding brand standards.

This fast-paced, guest-facing hotel environment requires strong leadership, clear communication, and a customer-centric approach to resolve issues quickly and maintain

Qualifications

• High school diploma or equivalent; hospitality degree preferred.
• Experience in hotel front desk or hospitality operations; supervisory experience preferred.
• Travel: No travel; fully property-based.

Responsibilities

• Lead and supervise front desk agents, concierge, and bell staff.
• Create and manage staff schedules and shift coverage.
• Train new employees and provide ongoing coaching and support.
• Monitor staff performance and enforce hotel policies and procedures.
• Ensure consistent application of brand standards across the team.
• Ensure smooth and efficient check-in and check-out processes.
• Handle VIP arrivals and special guest requests.
• Resolve guest complaints promptly and professionally.
• Maintain high levels of guest satisfaction and service recovery excellence.
• Oversee daily front office operations and workflow.
• Ensure accurate room assignments and availability updates.
• Monitor reservations, cancellations, and no-shows.
• Coordinate with housekeeping to ensure room readiness.
• Prepare operational reports including occupancy, revenue, and guest feedback.
• Maintain accurate records and front office documentation.
• Ensure billing accuracy and manage cash and credit transactions.
• Support audit and compliance requirements.
• Act as a liaison between departments including housekeeping, maintenance, and sales.
• Conduct shift briefings and ensure clear communication across teams.
• Support smooth operational flow through effective information sharing.
• Assist in maintaining a cohesive guest service experience across departments.

Skills

Leadership

Customer service

Communication

Multitasking

Attention to detail

Organization

Problem-solving

Guest relations

Education

High School Diploma

Hospitality Management degree preferred

Tools

Opera PMS

Fidelio

Job description

OTH Hotels Resorts invites applications for a Front Office Supervisor to lead the front desk team and assist the Front Office Manager in delivering exceptional guest service. You will supervise front desk agents, concierge, and bell staff, manage schedules, and ensure check-in/check-out efficiency while upholding brand standards.

This fast-paced, guest-facing hotel environment requires strong leadership, clear communication, and a customer-centric approach to resolve issues quickly and maintain