Front Desk Supervisor

Description:

We are looking to add a friendly Front Desk Supervisor to our team! As our Front Desk Supervisor, you will be responsible for the overall success of the front desk and ensuring guest satisfaction and product quality standards are met. You will plan and supervise the activities of a diverse workforce to ensure the smooth and profitable running of the businesses. Most importantly, you will be a key person of reference for team members, vendors, and guests.

This position may require flexible scheduling availability.

Requirements:

Job Requirements:

Guest Experience & Service Leadership

• Lead all front desk operations with a strong focus on service excellence, consistency, and guest recognition.
• Own Guest Satisfaction Scores (GSS) for the front desk, including monitoring results, identifying trends, and driving action plans to improve performance.
• Actively engage with guests during arrival, stay, and departure to ensure a positive and memorable experience.
• Ensure all front desk team members are trained on service standards, guest recovery, and brand expectations.
• Serve as an approachable, on-floor leader who resolves guest concerns professionally and efficiently.

Front Desk Operations

• Oversee daily check-in and check-out operations, ensuring accuracy, efficiency, and service consistency.
• Process guest payments in accordance with hotel policies and procedures.
• Provide accurate information and assistance to guests, vendors, and internal teams.
• Prepare and review shift reports and communicate key updates to management.

Retail & Revenue Ownership

• Own gift shop performance, including profitability, inventory awareness, merchandising standards, and upselling execution.
• Partner with leadership to identify opportunities to improve retail revenue and control costs.
• Ensure front desk associates actively promote retail offerings and amenities when appropriate.

Scheduling & Payroll Support

• Assist with creating and distributing front desk schedules in a timely and accurate manner.
• Support payroll administration by reviewing time punches, tracking attendance, and ensuring payroll data is accurate prior to submission.
• Help manage labor efficiently while maintaining service standards.

Job Qualifications:

• Highly motivated, service-driven leader with a strong sense of ownership and accountability.
• Ability to anticipate guest needs, identify service gaps, and solve problems in real time.
• Comfortable working in a fast-paced, high-volume environment while maintaining professionalism.
• Strong communication skills with the ability to lead, coach, and support a diverse team.
• Approachable, guest-focused, and able to remain calm under pressure.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand, sit or walk for an extended period of time. The number of hours you will be scheduled to work during the week is variable and is based on guest occupancy, season, staffing and other factors. Island Hospitality is unable to guarantee a specific number of work hours per week.

Training:

Island Hospitality is committed to employee development and displays that commitment with a formalized training and development program providing a clear path for any employee with a desire and aptitude to thrive in the hospitality business. As team members join Island Hospitality from other organizations they too can build on that prior experience and find further growth opportunities within our company by utilizing the tools and resources offered.

Team Member Wellness Program: How We Thank You For All You Bring To The Team

Rewarding Benefits Package:

• Healthcare including Medical, Dental, and Vision Insurance
• HSA & FSA plans available!
• Dependent care FSA
• Identity Theft Protection Insurance
• Commuter benefits including transit & parking
• Pet Insurance
• PTO and Payroll Incentives for Annual Wellness Exams
• Employee Assistance Program
• Wellness Subscriptions including access to gyms, financial planning, counseling, and legal services
• Paid Sick and Vacation Time
• Family Leave
• 401(k) Retirement plan - IHM Matches 100% up to 3% of your salary and an extra 50% on the next 2% of your salary. 401(k) is fully vested upon the first contribution

Rewarding Hard Work:

• Incentive based bonus program
• Free room nights at our hotels and employee discounts within your hotel brand
• Discounts for friends and family within your hotel brand
• Team Member recognition and bonus
• Discounted tickets to theme parks, musicals, movies, and more through Tickets at Work
• Career Growth through our in-house training program with a path personalized to your desired goals
• Referral bonus program to ANY of our locations

Equal Opportunity Employer

Island Hospitality uses E-Verify to confirm work authorization in all municipalities where it is required by law.