Front Desk Supervisor at Inn at the Commons

Job Title: Front Desk Supervisor

Reports to:  Front Desk Manager/Front Office Manager

Summary of Position:  The Front Desk Supervisor supervises all front desk employees to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Essential duties include but are not limited to:  ensuring proper completion of all duties of the front desk staff, directing and coordinating the reservations and guest services activities and responding in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Duties and Responsibilities

  • Ensure outstanding customer service at all times.
  • Maintain a friendly, cheerful and courteous demeanor at all times.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
  • Manage the selection, training and retention of front desk employees.
  • Create schedules of the front desk staff and supervise workload during shifts.
  • Evaluate the job performance of each front desk employee, ensuring all policies, procedures and best-practices are being followed with the highest efficiency, level of service and guest satisfaction.
  • Complete a daily review of guest feedback, reviews and logbooks and respond efficiently and appropriately by using a proactive and solution-oriented approach and taking corrective action if needed.
  • Verify that accurate room status information is maintained and properly communicated.
  • Update group information by maintaining, monitoring and preparing group requirements and relays information to the appropriate personnel.
  • Enforce all cash-handling, check-cashing, and credit card policies.
  • Establish standards for employee accountability and process for feedback, coaching and mentoring for staff and contact Human Resources as needed for support.
  • Wear the proper uniform at all times and require all front desk employees to adhere to dress code and appearance standards at all times.
  • Maximize room revenue and occupancy by reviewing daily the hotel rates and available data.
  • Collaborate with the Housekeeping, Sales, Accounting and Maintenance departments to ensure coordination of hotel activities. 
  • Ensure logging and delivery of all messages and packages/mail in a timely and professional manner.
  • Ensure that employees are, at all times, attentive, friendly and courteous to all guests, colleagues and members of our community.
  • Monitor and manage all VIP and special guest requests.
  • Answer guest questions about services, checkout times, the local community or other matters of public interest.
  • Take responsibility in the absence of the Front Office Manager
  • Perform other duties as assigned, requested or deemed necessary by the Front Office Manager.


  • Minimum 1-2 years’ experience as a Front Desk Agent
  • Must be highly motivated, solution-oriented, with strong initiative and desire for achievement.
  • Must have a passion for genuine hospitality and a sincere desire to create cherished memories for our guests.
  • Exceptional customer service skills required with an ability to handle oneself under pressure.
  • Be proficient with property management systems to be able to check in, check out, make reservations, run daily reports and plan room assignments.
  • Excellent computer skills and strong understanding of accounting procedures are a must.
  • Exceptional communication and presentational skills are required.
  • Must be able to work nights, weekends and holidays depending upon occupancy and time of year.
  • Must be a leader, a driver and bottom-line oriented.
  • A professional appearance and good personal hygiene must be maintained at all times.
  • Must have excellent organizational and time management skills and be able to work independently and also as a member of a team.
  • Be able to stand for long periods of time (up to 5-8 hours).
  • Knowledge of Southern Oregon and surrounding areas is preferred.
  • Must be able to lift up to 50 pounds.
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