Front Office Supervisor

Performance Hospitality; Orlando (FL); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Health benefits

401(k) company match

Paid time off

Job summary

Performance Hospitality Management (PHM) is seeking a Front Desk Supervisor for the Courtyard by Marriott in Orlando. You will lead the desk shift, coach agents, manage lobby flow, and safeguard billing and cash controls to ensure a seamless arrival-to-departure experience.

You’ll coordinate with Housekeeping and Engineering, handle VIP requests, and oversee service recovery with urgency and empathy while maintaining PCI and privacy policies. Flexible scheduling is required.

Qualifications

• 1–3+ years front desk/guest services experience; lead/supervisor preferred.
• Strong customer service, conflict resolution, and communication skills.
• Proficient with PMS, POS, and payment terminals; cash handling experience.
• Flexible availability including nights/weekends/holidays/overnights as needed.
• Bilingual is a plus; hospitality coursework/degree preferred.

Responsibilities

• Lead shift: open/close desk, assign boards, manage coverage and breaks.
• Handle guest requests, VIPs, and service recovery with urgency and empathy.
• Ensure rate integrity, handle deposits/refunds, and balance end-of-shift reports.
• Coordinate with Housekeeping/Engineering on room readiness and turnovers.
• Onboard new hires and deliver real-time coaching on service and SOPs.
• Operate PMS/POS/payment terminals; generate arrivals/no-shows/variance reports.
• Maintain professional communications via phones and emails; manage logs.
• Uphold PCI, ADA, privacy, and safety policies; secure key control.
• Support Reservations/Concierge and events as needed.

Skills

Front desk

Guest services

Customer service

Conflict resolution

Communication

Bilingual (plus)

Education

Hospitality coursework/degree preferred

Tools

FOSSE/Cloud PMS

POS

GXP

Payment terminals

Microsoft 365

Google Workspace

Job description

Job Details: Job Location: Courtyard by Marriott - Orlando, FL 32819, Position Type: Full Time, Salary Range: $19.74 - $19.74 Hourly, Travel Percentage: None, Job Shift: Any, Job Category: Hospitality - Hotel, The Front Desk Supervisor is the working lead on shift—coaching agents, managing lobby flow, resolving escalations, and safeguarding billing and cash controls. You’ll coordinate with Housekeeping and Engineering to keep rooms guest-ready and deliver a seamless arrival-to-departure experience.

Key Responsibilities

• Shift Leadership: Open/close the desk; run pre-shift huddles; assign positions/boards; manage breaks and coverage; maintain visible lobby presence.
• Guest Experience & Recovery: Handle VIPs and complex requests; resolve issues with urgency and empathy; document and follow up on service recovery.
• Accuracy & Controls: Ensure rate integrity, payment authorizations, folio accuracy, deposits/refunds, direct-bill, and chargeback procedures; balance banks and end-of-shift reports.
• House Status & Coordination: Partner with Housekeeping/Engineering on room readiness, OOO/OOI, early arrivals/late checkouts, and quick turnarounds.
• Training & Coaching: Onboard new hires; provide real-time feedback on service, systems, and SOPs; reinforce upsell and enrollment programs (loyalty, email capture, etc.).
• Systems & Reporting: Serve as go-to for PMS/POS/payment terminals; run arrivals/no-shows/variance/exception reports; support Night Audit as needed.
• Communication & Admin: Answer phones/emails professionally; maintain logs (incident, key control, lost & found, packages) and clear pass-downs between shifts.
• Compliance & Safety: Uphold PCI, ADA, privacy, and safety policies; ensure lobby cleanliness and secure key control.
• Other Duties: Assist Reservations and Concierge tasks; support special events and Manager-on-Duty coverage when assigned.

Benefits We Offer

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
• Flexible Work Environment: Options for flexible scheduling and work arrangements to promote work-life balance.

Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO)

PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

Qualifications

• 1–3+ years front desk/guest services experience; prior lead/supervisor experiencepreferred.
• Strong customer service, conflict resolution, and communication skills; calm and organized under pressure.
• Proficient with PMS (e.g., FOSSE/Cloud PMS), POS, GXP, payment terminals, and Microsoft 365/Google Workspace.
• Working knowledge of cash handling, direct-bill/chargebacks, and basic revenue/inventory concepts.
• Flexible availability (nights/weekends/holidays/overnights as needed); reliable attendance.
• Bilingual a plus; hospitality coursework/degree preferred.

Physical Requirements

• Stand/walk for extended periods; frequent computer/phone use.
• Lift/push/pull up to25 lbs occasionally (luggage, packages).