Front Office Supervisor

Location: 

HOLIDAY INN EXPRESS – MIDTOWN WEST 

538 West 48^th Street | New York, NY 10036

SUMMARY: The Front Office Supervisor leads day-to-day operations at the front desk, acting as a shift leader who ensures a seamless guest experience from arrival through departure. This role supports the Front Office Manager by directing Guest Service Agents, upholding brand and property standards, resolving escalated guest concerns, and maintaining the accuracy of shift-level financial and administrative procedures. 

RESPONSIBILITIES: 

Leadership & Team Management 

• Supervise, direct, and support Guest Service Agents and Night Auditors during assigned shifts, ensuring adequate desk coverage at all times. 
• Conduct pre-shift briefings to communicate goals, VIP arrivals, group activity, and property updates. 
• Assist the Front Office Manager with training new hires and coaching existing staff on service standards and PMS procedures. 
• Provide real-time feedback and corrective guidance to front desk staff, escalating performance concerns to the Front Office Manager as needed. 
• Foster a positive, service-driven shift culture that supports associate engagement. 

Guest Relations & Service Excellence 

• Ensure consistent, exceptional guest service across all front desk interactions, from check-in through check-out. 
• Personally resolve escalated guest complaints and service recovery situations, following up to confirm satisfaction. 
• Monitor guest satisfaction feedback (e.g., online reviews, brand surveys) during assigned shifts and report recurring issues to the Front Office Manager. 
• Serve as Manager on Duty (MOD) during assigned shifts, including evenings, weekends, and holidays as business needs require. 
• Ensure VIP, loyalty member, and special-occasion guests receive appropriate recognition per brand standards. 

Front Office Operations 

• Oversee front desk operations during assigned shifts, ensuring smooth, accurate, and efficient check-in, check-out, and guest service delivery. 
• Maintain proficiency in the hotel's property management system (PMS) and serve as a shift-level resource for front desk technology issues. 
• Monitor room availability, rates, and reservations, flagging discrepancies to the Front Office Manager or General Manager. 
• Coordinate with Housekeeping and Maintenance during the shift to support room readiness, VIP requests, and guest needs. 
• Review and distribute shift-relevant reports (e.g., arrivals/departures, occupancy) as directed by the Front Office Manager or General Manager. 

Financial & Administrative Responsibilities 

• Ensure accurate cash handling, billing, and end-of-shift reporting by all front desk agents. 
• Reconcile shift cash logs and investigate discrepancies promptly, reporting unresolved issues to the Front Office Manager. 
• Maintain accountability for assigned house bank funds and adherence to cash-handling procedures. 
• Able to perform Night Audit duties and assist in balancing the hotel's books when scheduled or needed. 

Training & Brand Compliance 

• Support onboarding and certification of new Front Desk Associates through the property's training program. 
• Ensure front office operations comply with brand standards and help prepare the department for brand quality assurance audits. 
• Maintain current knowledge of brand initiatives, loyalty programs, and system updates, and relay updates to the team. 
• Ensure all associates follow the policies outlined in the employee handbook. 

Safety, Security & Compliance 

• Maintain thorough knowledge of hotel emergency procedures and guide front office staff in responding calmly and effectively to emergencies. 
• Support the property's key control program and help ensure the security needs of guests and the property are met. 
• Report safety hazards, suspicious activity, and maintenance issues to the Front Office Manager or General Manager promptly. 

Communication 

• Maintain clear, continuous communication with Housekeeping, Maintenance, and other departments to fulfill guest and operational needs efficiently. 
• Step in to perform front desk agent duties as needed during peak periods or staff shortages. 
• Participate in employee functions and guest events. 
• Perform other duties as assigned by management, of which the employee is capable of performing. 

Physical Requirements 

This role requires the ability to stand for extended periods (up to 8 hours per shift), lift and carry items up to 40 lbs, and work in a lobby environment with varying noise levels. The Front Office Supervisor must be able to work a flexible schedule, including evenings, weekends, and holidays, and be available to respond to the property outside of normal business hours as needed. 

M&R Hotel Management is committed to equal employment opportunity. Qualified individuals must be able to perform the essential functions of the position, with or without reasonable accommodation. Associates or applicants who require a reasonable accommodation should contact the People & Culture Department. 

M&R Hotel Management participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.