Guest Experience Supervisor – Front Desk Lead

The Crescent Hotels Group; Baltimore (MD); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k) with company match

Flexible scheduling

Hotel discounts

Career advancement

Job summary

Kimpton Hotel Monaco Baltimore Inner Harbor, part of Crescent Hotels & Resorts, seeks a Front Desk Supervisor to lead the daily Front Office operations and deliver exceptional guest service from arrival to departure.

You will coach the front desk team, manage check-in/check-out, resolve guest concerns, and collaborate with Housekeeping, Engineering and Reservations to ensure a seamless guest experience while upholding brand standards and loyalty programs.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.

Responsibilities

• Lead Front Desk Agents during each shift and foster a positive work environment.
• Assist with check-in/check-out and resolve guest concerns promptly and professionally.
• Coach, train, and motivate associates to achieve guest satisfaction.
• Handle guest concerns and service recovery with care and efficiency.
• Monitor arrivals, departures, room inventory, VIPs, and special requests.
• Coordinate daily operations with Housekeeping, Engineering, Reservations and other departments.

Skills

Front Office experience

Supervisory experience

Guest service

Conflict resolution

Communication

Hotel PMS experience

IHG experience

Tools

Hotel PMS

Job description

Kimpton Hotel Monaco Baltimore Inner Harbor, part of Crescent Hotels & Resorts, seeks a Front Desk Supervisor to lead the daily Front Office operations and deliver exceptional guest service from arrival to departure.

You will coach the front desk team, manage check-in/check-out, resolve guest concerns, and collaborate with Housekeeping, Engineering and Reservations to ensure a seamless guest experience while upholding brand standards and loyalty programs.