Front Office Supervisor: Guest Experience Leader

Four Points by Sheraton; Novi (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Bonus based on performance

Employee discounts

Paid time off

Training & development

Job summary

Four Points by Sheraton Novi seeks a Front Office Supervisor to oversee daily front desk operations and ensure exceptional guest service. You will supervise front desk staff, manage check-in/out experiences, and address guest concerns with professionalism.

Responsibilities include coordinating room assignments, maintaining accurate reservations and billing, training staff, and collaborating with housekeeping and maintenance to sustain a welcoming lobby and smooth hotel operations.

Qualifications

• 2–3 years of hotel front office experience, with supervisory experience preferred.
• Proficiency in hotel PMS such as Opera, OnQ, or similar.
• Strong customer service and leadership skills.
• Excellent communication and interpersonal abilities.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• Supervise and support front desk associates during assigned shifts.
• Welcome guests and ensure a positive check-in and check-out experience.
• Handle guest complaints and resolve issues promptly and professionally.
• Coordinate room assignments and monitor room availability.
• Ensure accurate reservations, billing, and payment processing.
• Train, coach, and evaluate front desk team members.
• Prepare daily reports, shift handovers, and cash reconciliation.
• Maintain hotel policies, procedures, and service standards.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Monitor lobby appearance and ensure a clean, welcoming environment.
• Assist with scheduling and staff coverage when needed.
• Respond to emergencies and follow hotel safety and security procedures.

Skills

Leadership and team management

Customer service excellence

Conflict resolution

Time management

Problem-solving

Cash handling and billing accuracy

Computer proficiency

Multitasking

Education

High school diploma or equivalent (Hospitality management preferred)

Tools

Opera PMS

OnQ PMS

Job description

Four Points by Sheraton Novi seeks a Front Office Supervisor to oversee daily front desk operations and ensure exceptional guest service. You will supervise front desk staff, manage check-in/out experiences, and address guest concerns with professionalism.

Responsibilities include coordinating room assignments, maintaining accurate reservations and billing, training staff, and collaborating with housekeeping and maintenance to sustain a welcoming lobby and smooth hotel operations.