Front Desk Supervisor

Jacksonville, FL, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Benefits

401(k)

Disability insurance

Employee assistance program

Health Insurance

Life insurance

Paid Time Off

room discounts

Employee Food and Beverage Discounts

Job Description

Driftwood Hospitality Management is a leading hospitality company recognized for its comprehensive and integrated approach to hotel services. Known for delivering outstanding client service, the company prides itself on having a team composed of the best talent in the hospitality industry. Committed to fostering a diverse and inclusive workplace, Driftwood Hospitality Management empowers its associates to take the initiative, be proactive, and actively contribute to the success of their properties through well-defined strategies and objectives. The company's culture prioritizes personal growth and professionalism, ensuring that employees are equipped to provide consistent, high-quality service to every guest.

The Front Desk Supervisor role at Driftwood Hospitality Management is designed to provide leadership and guidance at the front desk, ensuring that every guest interaction reflects the company’s dedication to excellent customer service. As a supervisor, this role involves managing daily front desk operations in a hotel setting that operates 24 hours a day, seven days a week, requiring flexibility in work shifts and responsibilities. The supervisor will directly oversee front desk clerks, providing clear communication, training, and performance feedback to uphold service standards.

This position requires an individual capable of leading by example during both regular and peak hours, including emergency situations. The Front Desk Supervisor is responsible for managing guest check-ins and check-outs, handling billing procedures, troubleshooting issues, and providing accurate information about the hotel’s services and local attractions. The role also entails managing third-party internet billing, processing group arrivals, and preparing pre-arrival packets to ensure seamless guest experiences.

The ideal candidate must demonstrate strong interpersonal and communication skills, the ability to resolve conflicts diplomatically, and competence in operating the hotel’s property management system and customer relationship management tools. Attention to detail is critical when managing payment methods, posting guest charges, and balancing cash transactions. Maintaining a safe and secure work environment is also a priority, with responsibilities including adherence to company policies, safety regulations, and emergency procedures.

Overall, the Front Desk Supervisor is a pivotal figure in maintaining operational excellence at Driftwood Hospitality Management’s hotels, playing a key role in enhancing associate satisfaction and guest experience. This full-time supervisory position offers an opportunity to work in a dynamic environment alongside motivated professionals dedicated to hospitality excellence.

Job Requirements

High school diploma or equivalent
two years combined prior front desk and supervisor experience
ability to stand and move throughout the front office continuously
able to stand for 95 percent of the shift
able to lift up to 25 pounds
occasional twisting, bending, stooping, reaching, walking
ability to effectively communicate orally and in writing
ability to maintain patience, tact, and diplomacy with customers
able to perform moderately complex arithmetic without error
ability to access and use computer systems accurately
ability to observe and respond to emergency situations visually and auditorily

Job Qualifications

Graduation from high school or equivalent, combination of education, training or experience providing required knowledge and skills
ability to effectively deal with internal and external customers requiring patience, tact, and diplomacy
minimum two years combined prior front desk and supervisor experience
considerable skill in calculator use and performing moderately complex mathematical calculations
ability to read, listen, and communicate effectively in English both verbally and in writing
ability to access and accurately input information using moderately complex computer systems
hearing and visual ability to observe and detect signs of emergency situations

Job Duties

Communicate effectively both verbally and in writing to provide clear direction to staff
assign and instruct front desk clerks in details of work
observe performance and encourage improvement
greet guests immediately with a friendly and sincere welcome
use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions
promptly complete registration process by inputting and retrieving information from a computer system
confirm pertinent information including number of guests and room rates
make appropriate selection of rooms based on guest needs
code electronic keys
nonverbally confirm the room number and rate
provide welcome folders containing room keys, certificates, and coupons as appropriate
close out guest accounts at time of check out
negotiate compromises including authorizing revenue allowance if necessary
verify and imprint credit cards for authorization using electronic acceptance methods
handle cash, make changes and balance as assigned house bank
accept and record vouchers, travelers' checks, and other forms of payment
perform accurate, moderately complex arithmetic functions using a calculator
post charges to guest rooms and house accounts using the computer
promptly answer the telephone using a positive and clear English language
input messages into the computer and communicate content to guests
retrieve mail, small packages and facsimiles for customers as requested
remain calm and alert especially during emergency situations and heavy hotel activity, serving as a role model
resolve customer complications and complaints by conducting thorough research and effective solutions
make decisions and take action based on experience and good judgment
manage third party internet billing and arrivals
prepare group arrivals and pre-arrival packets
anticipate flow of arrivals and ensure smooth check in and out
train new agents including cash handling procedures, use of CRM Toolbox, and hotel organization
ensure compliance with brand standards
monitor and track time and attendance of associates
reinforce attendance policy and recommend discipline when necessary
take actions to ensure high associate satisfaction scores
perform duties on all shifts including night audit and PBX
act as manager on duty in absence of Front Office Manager
turn in lost and found items and guest room keys
adhere to all company policies and procedures
follow safety and security procedures and rules
know fire prevention and emergency procedures
utilize protective equipment
report unsafe conditions and incidents
provide a safe work environment
maintain a neat, clean and well-groomed appearance
assist other front desk personnel as needed
perform other related duties as requested by management