Hotel Front Office Supervisor: Guest Experience & Revenue

Rivers Casino; Portsmouth (VA); On-site; USD 52,000 - 66,000; Full time

Job summary

Rivers Casino Portsmouth is seeking a Front Office Supervisor to manage daily front desk and night audit operations at The Landing Hotel and Rivers Casino Portsmouth, ensuring seamless guest services and adherence to brand standards. This role balances hands-on guest relations with team leadership.

You will supervise Front Desk Representatives, recruit and train staff, schedule shifts, and collaborate with Housekeeping and Reservations to optimize occupancy and revenue.

Qualifications

• High school diploma or equivalent required.
• 2–5 years of professional hospitality experience preferred.
• Strong interpersonal and written/verbal communication skills.
• Knowledge of property management systems and cash-handling procedures.

Responsibilities

• Continuously monitor and refine front desk and night audit operations.
• Ensure staff complete comprehensive training including safety and SOPs.
• Audit grooming and uniform standards and manage staffing levels.
• Strategically manage occupancy and ADR to maximize revenue.
• Collaborate with Housekeeping and Reservations to enhance guest experience.
• Address guest complaints promptly and document follow-up actions.
• Supervise Front Desk Representatives and communicate with teams during shifts.
• Finalize guest ledgers, process billing, and uphold financial controls.
• Deliver excellent guest service and promote property amenities.

Skills

Interpersonal communication

Leadership

Guest relations

Staff training

Scheduling

Cash handling

Conflict resolution

Education

High school diploma or equivalent

2-5 years hospitality experience

Tools

Property management systems

CRM

Player tracking

Fiscal monitoring tools

Job description

Rivers Casino Portsmouth is seeking a Front Office Supervisor to manage daily front desk and night audit operations at The Landing Hotel and Rivers Casino Portsmouth, ensuring seamless guest services and adherence to brand standards. This role balances hands-on guest relations with team leadership.

You will supervise Front Desk Representatives, recruit and train staff, schedule shifts, and collaborate with Housekeeping and Reservations to optimize occupancy and revenue.