Supervisor, Front Desk - The Elmore Hotel

DEPARTMENT: Front Office
REPORTS TO: Front Desk Manager / Assistant Front Office Manager
STATUS: Non-Exempt

POSITION SUMMARY:

The Front Desk Supervisor supports the Front Desk Manager in overseeing daily front desk operations while actively performing front desk agent duties. This non-exempt role assists with training, coaching, and service oversight but does not carry full managerial responsibility. The Front Desk Supervisor, leads by example, ensures service standards are upheld and aligned with Coury Hospitality’s culture of service excellence, integrity, and authentic hospitality.

PRIMARY JOB DUTIES:

• Supervise front desk operations during assigned shifts to ensure smooth guest service.
• Perform all Front Desk Agent duties, including check-in, check-out, and guest communication.
• Assist the Front Desk Manager with training, coaching, and onboarding of front desk team members.
• Serve as the first point of contact for guest concerns and assist with service recovery, escalating issues as needed.
• Support scheduling coverage, shift assignments, and break coordination as directed.
• Ensure adherence to front desk procedures, cash-handling policies, and service standards.
• Assist in coordinating and ensuring timely delivery of guest amenities, welcome gifts, and special requests during assigned shifts.
• Monitor amenity delivery execution on shift and address delays or issues, escalating concerns to the Front Desk Manager as needed.
• Monitor lobby and front desk presentation, ensuring a polished and professional environment.
• Assist with daily reports, audits, and operational checklists.
• Communicate effectively with housekeeping, bell services, and maintenance to support guest needs.
• Provide guidance and support to front desk agents while maintaining non-exempt work responsibilities.
• Follow all hotel security, privacy, safety, and emergency procedures.

Additional tasks and responsibilities may be assigned at the discretion of the manager. Furthermore, tasks and responsibilities may be added or revised based on the volume of business and the need for the work to be completed at the present time. 

KNOWLEDGE, SKILLS AND ABILITIES:

Prior front desk experience in a luxury or boutique hotel, with supervisory experience preferred.

• Strong communication and interpersonal skills.

Ability to lead by example while remaining hands-on in daily operations.Strong problem-solving skills and attention to detail.Ability to multitask in a fast-paced environment.Strong working knowledge of property management systems.Professional appearance and service-oriented demeanor.Ability to work collaboratively with management and team members.Flexibility to work weekends, holidays, and varying shifts.

PHYSICAL DEMANDS:

• Ability to stand for extended periods.
• Ability to use computers, phones, and standard office equipment.
• Ability to move throughout the property as needed.
• Must wear required personal protective equipment per job responsibilities

This job description is not intended to create a contract of employment. Employment with the Company is at-will and may be terminated by either the employee or the Company at any time, with or without cause or notice, in accordance with applicable law.