Front Office Supervisor

Mainsail Lodging & Development; Atlanta (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

Mainsail Lodging & Development in Atlanta is seeking a Front Office Supervisor to support the Front Office Manager and lead the day-to-day Front Desk operations, including night audit, valets, and PBX. The role focuses on delivering memorable guest experiences.

Ideal candidates will have hospitality supervisory experience, strong communication skills, and a proven ability to coach a team while maintaining high standards of service. Flexibility to work varied shifts is required.

Qualifications

• Minimum high school diploma or higher.
• Experience in hospitality supervisory roles.
• Experience in hotel Front Desk positions.
• Excellent written and verbal communication.
• Proficient with tablets, iPads, and computers.
• Strong phone and customer service skills.
• Experience coaching and training a team.
• Demonstrates ownership and accountability.
• Proven guest relations experience.

Responsibilities

• Assist in managing and coaching Front Desk staff to deliver the highest level of guest service.
• Know all functions to showcase the resort and its unique story to each guest.
• Oversee front desk functions including check-in/out, luggage handling, and concierge.
• Serve as initial point of escalation in any guest inquiries, issues, or concerns.
• Coordinate with other hotel departments to deliver top level experience for guests.
• Assist in creating and managing department schedules.
• Follow all hotel policies and procedures as outlined in team member handbook.
• Serve as property Manager on Duty in absence of senior leadership.
• Ensure team follows scheduled shifts, and follows break and lunch requirements.
• Other necessary duties as reasonably assigned by manager.

Skills

Hospitality supervision

Front Desk experience

High school diploma

Excellent written and verbal comm.

Technology literacy (tablets, iPads, &

Phone & customer service

Coaching & training a team

Ownership & accountability

Guest relations experience

Education

High school diploma or equivalent

Tools

Front Desk systems

Job description

We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.

The Front Office Supervisor will work to support the Front Office Manager and will be responsible for the day-to‑day Front Office Operations including the staff of the Front Desk, Night Audit, Valets Operation, and PBX Operator. The person in this role will ensure the Front Desk Staff provides exemplary service to all hotel guests to deliver a memorable guest experience.

Must be flexible and available to work any shift, including mornings, evenings, weekends, and holidays as needed.

What you have

• Previous hospitality supervisory experience
• Experience in hotel Front Desk positions
• High school diploma, equivalent, or higher
• Excellent communication skills, both written and verbal
• Ability to use technology, e.g., tables, iPads, and computers
• Top notch phone and customer service skills
• Prior experience with coaching and training a team
• Strong sense of ownership in everything that you do
• Proven experience in guest relations

What you’ll do

• Assist in management, training, motivation, and coaching Front Desk staff to embody hotel culture and provide guests with highest level of service
• Know all functions to showcase the resort and its unique story to each guest
• Oversee Front Desk team in all front desk functions including check in and out procedures, luggage handling, concierge, etc.
• Serve as initial point of escalation in any guest inquiries, issues, or concerns
• Coordinate with other hotel departments to deliver top level experience for guests
• Assist in creating and managing department schedules
• Follow all hotel policies and procedures as outlined in team member handbook
• Serve as property Manager on Duty in absence of senior leadership
• Ensure team follows scheduled shifts, and follows break and lunch requirements
• Other necessary duties as reasonably assigned by manager

Physical Demand

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 50 lbs
• Ability to communicate clearly
• Ability to work long hours as needed
• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the property, the resort, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Mainsail is an Equal Opportunity Employer and it does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.