Hotel Front Office Supervisor

Four Points by Sheraton; Novi (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Bonus based on performance

Employee discounts

Paid time off

Training & development

Job summary

Four Points by Sheraton Novi seeks a Front Office Supervisor to oversee daily front desk operations and ensure exceptional guest service. You will supervise front desk staff, manage check-in/out experiences, and address guest concerns with professionalism.

Responsibilities include coordinating room assignments, maintaining accurate reservations and billing, training staff, and collaborating with housekeeping and maintenance to sustain a welcoming lobby and smooth hotel operations.

Qualifications

• 2–3 years of hotel front office experience, with supervisory experience preferred.
• Proficiency in hotel PMS such as Opera, OnQ, or similar.
• Strong customer service and leadership skills.
• Excellent communication and interpersonal abilities.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• Supervise and support front desk associates during assigned shifts.
• Welcome guests and ensure a positive check-in and check-out experience.
• Handle guest complaints and resolve issues promptly and professionally.
• Coordinate room assignments and monitor room availability.
• Ensure accurate reservations, billing, and payment processing.
• Train, coach, and evaluate front desk team members.
• Prepare daily reports, shift handovers, and cash reconciliation.
• Maintain hotel policies, procedures, and service standards.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Monitor lobby appearance and ensure a clean, welcoming environment.
• Assist with scheduling and staff coverage when needed.
• Respond to emergencies and follow hotel safety and security procedures.

Skills

Leadership and team management

Customer service excellence

Conflict resolution

Time management

Problem-solving

Cash handling and billing accuracy

Computer proficiency

Multitasking

Education

High school diploma or equivalent (Hospitality management preferred)

Tools

Opera PMS

OnQ PMS

Job description

Benefits

• Bonus based on performance
• Employee discounts
• Paid time off
• Training & development

A Hotel Front Office Supervisor oversees the daily operations of the front desk, ensuring excellent guest service, efficient staff performance, and smooth hotel operations.

Job Title

Front Office Supervisor

Reports To

Front Office Manager / Hotel Manager

Job Summary

The Front Office Supervisor is responsible for supervising front desk staff, ensuring exceptional guest experiences, handling guest concerns, and maintaining efficient front office operations. This role requires strong leadership, communication, and problem-solving skills.

Key Responsibilities

• Supervise and support front desk associates during assigned shifts.
• Welcome guests and ensure a positive check-in and check-out experience.
• Handle guest complaints and resolve issues promptly and professionally.
• Coordinate room assignments and monitor room availability.
• Ensure accurate reservations, billing, and payment processing.
• Train, coach, and evaluate front desk team members.
• Prepare daily reports, shift handovers, and cash reconciliation.
• Maintain hotel policies, procedures, and service standards.
• Coordinate with housekeeping, maintenance, and other departments to ensure guest satisfaction.
• Monitor lobby appearance and ensure a clean, welcoming environment.
• Assist with scheduling and staff coverage when needed.
• Respond to emergencies and follow hotel safety and security procedures.

Qualifications

• High school diploma or equivalent (associate's or bachelor's degree in Hospitality Management preferred).
• 2–3 years of hotel front office experience, with supervisory experience preferred.
• Proficiency in hotel property management systems (PMS) such as Opera, OnQ, or similar.
• Strong customer service and leadership skills.
• Excellent communication and interpersonal abilities.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Skills

• Leadership and team management
• Customer service excellence
• Conflict resolution
• Time management
• Problem-solving
• Cash handling and billing accuracy
• Computer proficiency (MS Office and hotel management software)
• Multitasking in a fast-paced environment

Working Conditions

• Standing for extended periods.
• Working rotating shifts, weekends, and holidays.
• Interacting with guests, vendors, and hotel staff in a fast-paced environment.

This position plays a critical role in ensuring smooth front office operations while delivering outstanding hospitality and creating a positive guest experience.