Front Desk Supervisor

Front Desk Supervisor
Horseshoe Bay Resort | Horseshoe Bay, TX
Location: Main Lobby

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Desk to ensure exceptional guest service, efficient operations, and revenue optimization. This role provides direct leadership to Guest Service Agents and serves as a key point of contact for guest relations, operational coordination, and service recovery.

Essential Job Functions

Leadership and Team Management

• Interview, hire, train, coach, and supervise Front Desk associates
• Provide ongoing performance feedback and recommend evaluations, corrective action, or termination when appropriate
• Foster a professional, respectful, and team-focused work environment
• Lead by example during peak business periods and high guest volume

Guest Service and Experience

• Respond promptly and professionally to guest requests, concerns, and complaints
• Resolve guest issues using sound judgment, thorough investigation, and approved service recovery solutions
• Authorize revenue allowances only after other appropriate alternatives have been explored
• Build strong relationships with repeat guests, VIPs, and group clients to support guest loyalty and return business

Operational Oversight

• Supervise daily front desk operations in compliance with Standard Operating Procedures (SOPs) and Local SOPs (LSOPs)
• Ensure accurate and efficient check-in and check-out processes
• Maximize revenue opportunities while maintaining the highest standards of service
• Supervise Guest Service Agents to ensure consistency with brand and resort standards

Interdepartmental Coordination

• Collaborate closely with Housekeeping, Maintenance, Concierge, and Food and Beverage teams
• Maintain clear and effective communication to ensure room readiness and prompt resolution of guest needs

Problem Resolution and Emergency Management

• Maintain composure and professionalism during emergency situations or periods of heavy hotel activity
• Serve as a role model for associates by demonstrating effective problem-solving and decision-making
• Proactively identify operational challenges and implement solutions

Attendance and Availability

• Maintain dependable attendance and punctuality
• Work a flexible schedule, including nights, weekends, and holidays
• Perform other job-related duties as assigned

Required Skills and Abilities

• Strong verbal and written communication skills in English
• Excellent customer service skills with the ability to exercise patience, tact, and diplomacy
• Proven leadership and team-building ability
• Self-motivated with a professional appearance and demeanor
• Basic mathematical skills and the ability to perform accurate calculations
• Proficiency in computer systems and hotel property management software
• Ability to stand and move continuously throughout the work shift
• Ability to observe and respond appropriately to emergency situations
• Capability to prepare and review reports related to room availability and revenue
• Ability to establish and maintain effective working relationships with associates, guests, and leadership

Performance Standards

Customer Satisfaction

All associates serve as representatives of guest relations. Supervisors are expected to consistently demonstrate professionalism, courtesy, and respect in interactions with guests and colleagues while delivering a high standard of service at all times.

Work Habits

• Maintain hotel standards for grooming, dress, punctuality, and attendance
• Adapt to changes in work assignments, procedures, and business needs
• Demonstrate a willingness to learn new skills and improve existing capabilities
• Resolve routine operational issues independently and seek guidance when needed

Safety and Security

• Comply with all safety and security policies and procedures
• Follow established guidelines for key control, chemical handling, lifting, and hazard reporting
• Promote a safe and secure environment for guests and associates

Qualifications

• High school diploma or equivalent required; some college preferred
• Previous customer service and front desk experience required
• Prior supervisory or leadership experience preferred
• Strong computer skills and professional phone etiquette
• Valid Driver's License with a satisfactory Motor Vehicle Record (MVR)
• Positive demeanor, professional appearance, and strong work ethic

Benefits and Perks

• Competitive hourly pay
• Subsidized associate housing and shuttle service (based on availability)
• Golf and resort amenity privileges, subject to occupancy levels
• Weekly meal subsidies and discounts at resort dining and retail locations
• Discounted room rates at Crescent Hotels and Resorts nationwide
• Medical, Dental, and Vision insurance plans
• 401(k) with employer match
• Short- and Long-Term Disability coverage
• Accident and Critical Illness insurance
• Associate Relief Fund access

Disclaimer

This job description outlines the primary duties and responsibilities of the position and is not intended to be all-inclusive. Duties may be modified at management's discretion. Employment is at-will and does not constitute a contract.

Bachelors (preferred)
Some college (preferred)
High School (required)

3 - 5 years: Served as the on-duty leader during peak occupancy periods, supporting staff and resolving escalations in real time. (required)
3 - 5 years: Led, trained, and coached Guest Service Agents to deliver high-quality service while maintaining accuracy and professionalism. (required)
3 - 5 years: Supervised daily front desk operations, ensuring efficient check-in/check-out processes and consistent adherence to brand and resort standards. (required)