Front Desk SupervisorDepartment: Guest Services

Reports To: General Manager

Location: Property Level

Position OverviewThe Front Desk Supervisor plays a pivotal leadership role within the Guest Services team. Responsible for overseeing daily front desk operations, ensuring team members deliver exceptional guest service, and maintaining alignment with the Hotels’ service and operational standards. This role acts as a key liaison between front-line team members and hotel leadership, ensuring a consistent, guest-first experience.

Key ResponsibilitiesLeadership & Team DevelopmentSupervise, train, and motivate Front Desk Agents to ensure adherence to the Hotels’ service standards.

Lead by example through professional conduct, communication, and guest engagement.

Support onboarding and ongoing training programs to ensure team readiness and compliance with brand and company policies.

Assist in scheduling, monitoring performance, and providing constructive feedback.

Guest ExperienceEnsure all guests receive prompt, professional, and friendly service throughout their stay.

Handle guest concerns, complaints, or special requests, escalating complex issues to management as needed.

Empower team members to resolve guest issues in real time, consistent with Sagemont Hotels’ service recovery policies.

Monitor lobby and front desk areas for cleanliness, organization, and professional appearance.

Operational ExcellenceOversee check-in/check-out procedures to ensure efficiency, accuracy, and compliance with brand standards.

Verify room assignments, rate accuracy, and billing integrity.

Assist with night audit processes and ensure financial transactions balance correctly.

Communicate room status, VIP arrivals, and operational updates with housekeeping and maintenance teams.

Communication & Reporting Maintain the Front Desk Log and ensure all shift handoffs are completed accurately.

Communicate effectively with hotel leadership regarding staffing, guest feedback, and operational challenges.

Participate in daily huddles, property meetings, and ongoing leadership development initiatives.

QualificationsHigh school diploma or equivalent required; college coursework in hospitality preferred.

Minimum 2 years of front desk or guest service experience, including supervisory or lead responsibilities preferred.

Proficiency in hotel Property Management Systems (Hilton OnQ, Marriott FOSSE, IHG Opera Cloud, or ChoiceADVANTAGE preferred).

Excellent communication, leadership, and problem-solving skills.

Ability to multitask and remain composed in a fast-paced environment.

Strong organizational and time management abilities.

Work Environment & ScheduleFlexible schedule required, including evenings, weekends, and holidays.

Standing for extended periods and occasional lifting up to 25 pounds may be required.

Professional appearance and adherence to the Hotels uniform standards required.

Values AlignmentThe Front Desk Supervisor represents the spirit of our mission to Soar to Success. As a leader within the Guest Services team, this role acts as the bridge between operations and guest experience—ensuring every team member performs with purpose, every guest departs with satisfaction, and every moment reflects our Wings of Excellence commitment.