Front Office Supervisor: Guest Services & Operations

Gaylord Hotels; Oxon Hill (MD); On-site; USD 87,000 - 106,000; Full time

Job summary

Gaylord Hotels at National Harbor, MD, is seeking a Front Office Manager-level professional to oversee front desk operations, supervise staff, and ensure efficient check-in/check-out processes. This role focuses on guest satisfaction and department financial performance, coordinating closely with the front office team.

You will lead day-to-day operations, mentor staff, and implement service improvements across Bell/Door, Switchboard, and Guest Services/Front Desk areas to deliver exceptional

Qualifications

• High school diploma or GED with 2 years guest services/front desk experience.
• Or 2-year degree in Hotel/Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Assists the Front Office Manager in administering front office functions and supervising staff.
• Directs and works with managers to ensure efficient check-in/check-out processes.
• Ensure guest and employee satisfaction and maximize department financial performance.
• Supervises day-to-day operations and understands employees' roles to cover when needed.
• Maintain open, collaborative relationships with staff and recognize employees on all shifts.
• Manage day-to-day operations to meet customer expectations and continuous service improvement.
• Handle guest complaints and resolve conflicts with a focus on service quality.
• Contribute to department goals and corrective action plans based on guest feedback.

Skills

Front desk operations

Guest services management

Team leadership

Education

High school diploma or GED; 2 years guest services experience

2-year degree in Hotel/Restaurant Management or related major; no work experience required

Job description

Gaylord Hotels at National Harbor, MD, is seeking a Front Office Manager-level professional to oversee front desk operations, supervise staff, and ensure efficient check-in/check-out processes. This role focuses on guest satisfaction and department financial performance, coordinating closely with the front office team.

You will lead day-to-day operations, mentor staff, and implement service improvements across Bell/Door, Switchboard, and Guest Services/Front Desk areas to deliver exceptional