Front Desk Supervisor

Baton Rouge, LA, USA|Onsite

Job Overview

Benefits

Medical insurance

Dental Insurance

Vision Insurance

short-term disability

long-term disability

401(k) retirement plan

term life insurance

Employee Incentive Program

voluntary life insurance

Hotel Stay perks

accident insurance

critical illness insurance

Hospital Indemnity insurance

Educational Reimbursement

Paid Time Off

Manager in Training Program

Job Description

PAH Management is a Dallas-based hotel ownership and management company overseeing a robust portfolio of select-service properties across several states, primarily operating under renowned Marriott and Hilton brands. The company is recognized for its commitment to nurturing a positive workplace culture that prioritizes associates’ well-being and development while striving to become America’s preferred hotel management company. With a professional presence in the hospitality sector, PAH Management emphasizes service excellence, operational efficiency, and brand loyalty, making it a leading organization for career growth in the hotel management industry.

The Front Desk Supervisor role at PAH Management, based in Baton Rouge, LA, is a pivotal leadership position responsible for the day-to-day management of the Guest Services team. This role oversees front desk operations during designated shifts, ensuring seamless processes for guest check-in, check-out, reservations, and all guest-related activities. The Front Desk Supervisor plays a critical role in continuing to uphold the company’s high standards of customer service by directly coaching and leading associates, handling guest inquiries and concerns promptly and professionally, and fostering an inviting and hospitable environment.

The position demands a leader who thrives in a fast-paced hotel setting, capable of managing both routine and complex guest service situations with composure and a solution-oriented mindset. Financial responsibilities are substantial, including accurate cash handling, balancing cash drawers, and assisting with day-to-day operational reporting, occupancy forecasting, and revenue management. Additionally, the supervisor ensures strict adherence to PAH Management’s policies, brand standards, and quality assurance protocols to guarantee operational excellence.

Given the nature of the job, strong interpersonal communication skills are crucial, as the Front Desk Supervisor acts as a liaison between guests, associates, and senior management to maintain a high level of satisfaction and operational efficiency. The role requires working a flexible schedule that often includes evenings, weekends, holidays, and special events, reflecting the hospitality industry’s 24/7 service demands.

PAH Management offers competitive compensation for this role, with salary commensurate with experience, along with a comprehensive benefits package that includes medical, dental, and vision insurance; short-term and long-term disability coverage; a 401(k) retirement plan; life insurance options; employee incentive programs; educational reimbursement; and paid time off among others. This benefits package supports the company’s dedication to fostering an engaged, motivated, and well-supported workforce.

Overall, the Front Desk Supervisor position presents an excellent career opportunity for experienced hospitality professionals who aspire to develop their leadership skills in a respected and growing hotel management company. It combines operational leadership, guest service excellence, financial stewardship, and adherence to brand standards to contribute directly to the successful guest experience and the company’s market reputation.

Job Requirements

High school diploma or equivalent
Minimum three years of hotel front desk or guest services experience, including at least one year in a supervisory or leadership role
Strong leadership, coaching, and customer service skills
Ability to effectively communicate with guests, associates, and leadership
Ability to work a flexible schedule, including evenings, weekends, holidays, and special events

Job Qualifications

High school diploma or equivalent
Minimum three years of hotel front desk or guest services experience, including at least one year in a supervisory or leadership role
Strong leadership, coaching, and customer service skills
Ability to effectively communicate with guests, associates, and leadership
Experience using hotel property management systems (PMS) and Microsoft Office Suite preferred
Previous supervisory experience within a Marriott, Hilton, or Hyatt-branded hotel preferred
Experience with guest satisfaction platforms and brand quality programs preferred

Job Duties

Supervise daily front desk operations to ensure efficient guest check-in, check-out, reservations, and guest service activities
Lead by example by providing exceptional guest service and assisting the front desk team during busy periods
Ensure front desk associates follow company policies, brand standards, and established operating procedures
Assist with front desk, concierge, bell services, and other guest service functions as operational needs require
Respond promptly and professionally to guest questions, requests, concerns, and service recovery opportunities
Resolve guest complaints with a solution-oriented approach while escalating complex situations when appropriate
Promote a welcoming environment by ensuring every guest receives courteous, attentive, and professional service
Maintain knowledge of hotel amenities, local attractions, and brand loyalty programs to assist guests effectively
Ensure accurate cash handling, balancing of cash drawers, and adherence to financial controls
Review daily reports prepared by Night Audit and address discrepancies or operational concerns
Assist with revenue forecasting, occupancy planning, and daily operational reporting
Ensure proper documentation and recordkeeping in accordance with company policies
Ensure compliance with PAH Management policies, hotel operating procedures, and brand standards
Monitor guest satisfaction scores, online reviews, and service metrics
implement improvements as needed
Maintain a clean, organized, and professional front desk environment
Perform other duties as assigned by the Front Office Manager or General Manager