Position Summary - The Lead Front Desk Supervisor is responsible for all Front Desk activities.

Wage for this position $23-$25 per hour.

Major Duties & Responsibilities:

• Oversee the supervision and performance evaluation of all Front Desk and Reservation team members

• Participate in the recruitment and onboarding process for new Front Desk staff

• Conduct training for new hires and provide continuous development for current team members

• Create staff schedules in alignment with budget parameters and under the guidance of the Guest Services Manager

• Support the Revenue Manager by maintaining Average Daily Rate (ADR) and managing room inventory to optimize occupancy during high-demand periods

• Address and resolve guest issues, ensuring timely and effective follow-up

• Review and respond to guest surveys and online reviews to maintain service quality

• Work collaboratively with the Guest Services Manager to design and implement strategies that enhance team efficiency and guest satisfaction

• Manage preparation of departmental payroll on a daily and weekly basis

• Contribute to the development and execution of the annual operating budget and business plan for the department

• Roll out and manage a monthly team incentive program

• Monitor inventory of Front Office supplies and place orders as necessary

• Develop, implement, and train Supervisors on Standard Operating Procedures (SOPs)

• Lead daily shift briefings and staff huddles

• Organize and facilitate monthly departmental meetings with structured agendas and minutes; attend bi-weekly department head and REVMAX strategy meetings as needed

• Ensure full compliance with established policies and procedures across the department

• Review, code, and process departmental invoices

• Maintain effective communication and coordination with other departments to deliver a seamless guest experience

• Offer support to the Housekeeping Supervisor for weekly planning as required

• Supervise the cleanliness and functionality of common areas and recreational facilities such as pools and sports courts

• Regularly update and manage property information within the Property Management System (PMS)

• Assist in the coordination and rollout of special offers and promotional packages

• Serve as a “Super User” for key systems including Maestro, HotSOS, Alluvi, Miwa, and TimeShareWare

• Track individual staff performance and apply progressive discipline when necessary

• Ensure all team members are in full uniform, including name tags, and maintain professional appearance standards

• Maintain cleanliness and organization in the front desk, main lobby, and back office areas

• Act as Manager on Duty during scheduled shifts, ensuring smooth operation across all departments

• Stay informed on all fire-life-safety procedures; ensure staff is trained and updated regularly on emergency protocols

• Remain on-call as needed to support the team and resolve urgent guest concerns outside of regular operating hours.

• Willingly take on additional assignments and responsibilities as needed

Minimum Qualifications & Skills:

• Minimum of 2-5 years’ experience in Hospitality supervisory role.

• Strong skills in Microsoft Outlook are required.

• Experience with Maestro PMS is a plus.

• Have a high level of leadership as well as management skills.

• Superior written and oral communication skills.

• Excellent organizational and time management skills, with the ability to set priorities for self and others.

• Proficient with computers.

• Challenges may arise with team members and clients’ needs and will need to be addressed in a professional manner.

• Proper uniform must be worn at all times, this includes your name tag.

• Able to work evenings, overnights, weekends and holidays.