Front Office Supervisor — Guest Experience Leader

OTH Hotels Resorts; Pittsburgh, Northern (Allegheny County, KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

OTH Hotels Resorts is seeking a Front Office Supervisor to oversee front desk operations and support the Front Office Manager in delivering exceptional guest service across the property.

This role supervises front desk agents, concierge, and bell staff, ensuring smooth check-in/out, accurate room assignments, and adherence to brand standards. The position requires active presence at the front desk with shift-based scheduling, including nights, weekends, and holidays.

Qualifications

• High school diploma or equivalent required; hospitality management degree preferred.
• Experience with hotel front desk or hospitality operations required, including supervisory experience preferred.

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 closely 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

Problem-solving

Multitasking

Attention to detail

Hotel systems (Opera/Fidelio)

Education

High school diploma

Hospitality management degree (preferred)

Tools

Opera

Fidelio

Job description

OTH Hotels Resorts is seeking a Front Office Supervisor to oversee front desk operations and support the Front Office Manager in delivering exceptional guest service across the property.

This role supervises front desk agents, concierge, and bell staff, ensuring smooth check-in/out, accurate room assignments, and adherence to brand standards. The position requires active presence at the front desk with shift-based scheduling, including nights, weekends, and holidays.