Hotel Front Desk Supervisor

Q Casino + Resort; Dubuque (IA); On-site; USD 33,000 - 36,000; Full time

Job summary

Q Casino + Resort in Dubuque, IA is seeking an experienced Front Desk Supervisor to oversee daily front desk operations and ensure exceptional guest service. You will lead shift teams, assist with check-in/check-out, and maintain accurate guest transactions while upholding hotel standards.

This full-time role requires strong leadership, excellent communication, and the ability to manage multiple tasks in a fast-paced environment.

Qualifications

• High school diploma or GED required.
• Minimum 2 years hotel front desk or guest services experience.
• Minimum 1 year supervisory or management experience.
• Experience with PMS and hotel reservation systems preferred.
• Ability to work evenings, weekends, and holidays.

Responsibilities

• Supervise and support Front Desk Agents on shifts.
• Ensure courteous, professional guest service at all times.
• Assist with check-in/check-out, room assignments, and reservations.
• Monitor daily front desk operations for efficiency and accuracy.
• Provide training and feedback to front desk staff.
• Coordinate with housekeeping, maintenance, and other departments.

Skills

Excellent customer service

Leadership

Verbal & written communication

Conflict resolution

Organizational skills

Multitasking

Cash handling

PMS software

Attention to detail

Dependability

Motivation & coaching

Education

High school diploma or GED

2+ years hotel front desk experience

1 year supervisory/management experience

Associate’s degree in Hospitality or Business

PMS experience (PEP, Agilysys, OnQ)

Tools

PMS systems

Microsoft Office

Hotel reservation systems

OnQ / OnQ R&I

Agilysys

PEP system

Job description

Job Details Level: Entry
Job Location: Q Casino + Resort - Dubuque, IA 52001
Position Type: Full Time
Salary Range: $24.00 - $26.00 Hourly

THE KEY HOTEL

HILTON GARDEN INN - DOWNTOWN DUBUQUE

Q CASINO + RESORT

Front Desk Supervisor

POSITION SUMMARY

The Hotel Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk and ensuring exceptional guest service. This position supervises front desk team members, assists with guest arrivals and departures, resolves guest concerns, and supports hotel operational goals. The Front Desk Supervisor serves as a leader on shift, ensuring efficient operations, accurate guest transactions, and a positive guest experience while maintaining company standards and policies.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Hotel Operations Manager

Supervises: Front Desk, Night Audit and Public Area Cleaners

HOURS OF WORK AND COMPENSATION

Full Time and typically scheduled on second shift, including evenings, weekends, nights, and holidays. Schedule may vary based on operational needs and occupancy levels.

Actual starting pay will be determined based on relevant experience, qualifications, skills, and internal equity. This position is eligible for company benefits, including health insurance, paid time off, retirement plans, and other employee programs in accordance with company policy.

DUTIES & RESPONSIBILITIES

• Supervise and support Front Desk Agents during assigned shifts.


• Ensure guests receive prompt, courteous, and professional service at all times.


• Assist with guest check-in, check-out, room assignments, and reservations.


• Monitor daily front desk operations to ensure efficiency and accuracy.


• Handle guest complaints, requests, and service recovery efforts in a timely and professional manner.


• Provide training, coaching, and performance feedback to front desk team members.


• Assist with scheduling, attendance tracking, and shift coverage as needed.


• Ensure proper cash handling procedures and accurate balancing of daily transactions.


• Review guest accounts for accuracy and resolve billing discrepancies.


• Coordinate with Housekeeping, Maintenance, Security, and other departments to ensure guest needs are met.


• Monitor room inventory, occupancy levels, and reservation activity.


• Maintain knowledge of hotel policies, services, amenities, and local attractions.


• Prepare reports and communicate operational updates to management.


• Ensure compliance with company policies, safety procedures, and hospitality standards.


• Serve as Manager on Duty when designated.

REQUIRED SKILLS & ABILITIES

• Excellent customer service and guest relations skills.


• Strong leadership and team-building abilities.


• Effective verbal and written communication skills.


• Ability to resolve conflicts and difficult situations professionally.


• Strong organizational and multitasking skills.


• Ability to work in a fast-paced environment and adapt to changing priorities.


• Basic math, cash handling, and accounting skills.


• Proficiency with hotel property management systems (PMS), hotel reservation systems, and Microsoft Office.


• Attention to detail and accuracy.


• Dependability and professional appearance.


• Ability to motivate, coach, and develop team members.

EDUCATION & EXPERIENCE

Required:

• High school diploma or GED.


• Minimum of 2 years of hotel front desk, guest services, or hospitality experience.


• Minimum of 1 year of supervisory, lead, or management experience in hospitality, customer service, or a related field.

Preferred:

• Associate’s degree in Hospitality Management, Business Administration, or related field.


• Experience using hotel property management systems such as PEP, Agilysys, OnQ, OnQ R&I or similar platforms.


• Experience in a full-service hotel, resort, or casino hotel environment.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods.


• Ability to lift up to 25 pounds occasionally.


• Ability to communicate effectively with guests and team members.


• Ability to work evenings, weekends, holidays, and varying shifts as business demands require.

WORK ENVIRONMENT

Work is performed in a hotel front desk environment with frequent guest interaction. The position requires flexibility in scheduling and may involve handling high-volume guest traffic and resolving challenging situations while maintaining a professional and guest-focused demeanor.

CULTURAL FIT AND VALUES

Embodies our FORT values; Fun, Ownership, Respect, and Teamwork, by fostering collaboration, transparency, and a service-oriented mindset toward both the organization and the community.