Guest Experience Lead - Front Desk Supervisor

CoralTree Hospitality Group; Missouri; On-site; USD 42,000 - 56,000; Full time

Job summary

Magnolia Houston Hotel is seeking a Front Desk Supervisor to lead a high-volume front desk team, ensure seamless guest arrivals and departures, and maintain the hotel’s Four Diamond standards. The role emphasizes training, scheduling, performance coaching, and delivering an outstanding first impression for every guest.

The ideal candidate has supervisory experience in hospitality, strong English communication, and familiarity with PMS systems.

Qualifications

• High school diploma or GED or equivalent combination of education and experience.
• Minimum of one year supervisory experience in a high volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.

Responsibilities

• Demonstrate the ability to interact, coordinate, and communicate through daily pre-shift meetings with all team members to ensure a smooth arrival through departure experience for all guests.
• Be an expert and demonstrate knowledge of hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to respond to guest inquiries promptly and accurately.
• Champion and track departmental initiatives such as upsell programs; ensure front desk agents complete required checklist items at the end of each shift.
• Maintain and execute departmental and hotel policies including relocation procedures, safe deposit box procedures, auditing, proper signatures, key control, accurate billing, cashiering, safety, and lost/found policy.
• Instill a calm, organized approach when interacting in stressful situations.
• Offer heartfelt care and urgent follow-up to ensure guest satisfaction.
• Ensure adequate staffing to meet daily business demands.
• Protect guest data and maintain confidentiality per procedures.
• Foster strong relationships with team members across departments through communication and regular interaction.
• Assist management to recruit, hire, train, and support and manage the talent of all team members.

Skills

Customer service

Windows OS

MS Office

Property Management Systems

Education

High school diploma or GED

Tools

Windows OS

MS Office

Property Management Systems

Job description

Magnolia Houston Hotel is seeking a Front Desk Supervisor to lead a high-volume front desk team, ensure seamless guest arrivals and departures, and maintain the hotel’s Four Diamond standards. The role emphasizes training, scheduling, performance coaching, and delivering an outstanding first impression for every guest.

The ideal candidate has supervisory experience in hospitality, strong English communication, and familiarity with PMS systems.