What Does a Front Desk Supervisor Do?

Front desk supervisors are the face of many businesses. They greet customers as they enter the building, answer questions about services or products, and sometimes even help with basic customer service issues (such as resolving billing disputes).

Front desk supervisors may also be responsible for managing other employees at their front desk—this might include assigning tasks to clerks who work behind the counter or directing security guards who monitor the entrance to the building.

Front Desk Supervisor Job Duties

A front desk supervisor typically has a wide range of responsibilities, which can include:

• Ensuring that all customers are satisfied with their experience at the hotel by greeting them warmly upon arrival and departure
• Communicating with other departments as needed to ensure that customers’ needs are met
• Ensuring that all reservations are entered into computer system correctly and in a timely manner
• Monitoring security cameras to ensure that guests’ safety is maintained at all times
• Coordinating with other staff members to ensure that maintenance requests are addressed in a timely manner
• Managing the front desk operations such as check-in and check-out procedures
• Providing information about hotel services and amenities to guests
• Ensuring that all reservations are properly processed, including issuing room keys and making sure reservations are in the computer system
• Answering phone calls, greeting guests in person, and providing information about the hotel and its services

Front Desk Supervisor Salary & Outlook

Front desk supervisors’ salaries vary depending on their level of education, years of experience, and the size and industry of the company. They may also earn additional compensation in the form of bonuses.

• Median Annual Salary: $38,000 ($18.27/hour)
• Top 10% Annual Salary: $67,500 ($32.45/hour)

The employment of front desk supervisors is expected to decline over the next decade.

Employment growth for front desk supervisors has been driven by the hospitality industry, which includes hotels and restaurants. However, automation in hotels and restaurants may limit employment growth in this field. Automated check-in machines allow hotels to reduce the number of front desk employees needed to operate the front desk.

Related: Front Desk Supervisor Interview Questions and Answers

Front Desk Supervisor Job Requirements

A front desk supervisor typically needs to have the following qualifications:

Education: Entry-level front desk supervisors are typically required to have a high school diploma or equivalent and some post-secondary education. Some employers prefer candidates who have completed a hospitality or business program.

Training & Experience: Front desk supervisors typically receive on-the-job training. This training may include shadowing a current front desk supervisor or learning from a training manual. Front desk supervisors may also receive additional training in customer service and hospitality.

Certifications & Licenses: Certifications can prove an employee’s qualifications to current and future employers, as well as give employees the knowledge they need to perform their jobs well. Front desk supervisors can earn certifications to gain more theoretical knowledge of their responsibilities, test their skills and advance their careers.

Front Desk Supervisor Skills

Front desk supervisors need the following skills in order to be successful:

Communication skills: Communication skills are essential for front desk supervisors. You may be required to communicate with customers over the phone, in person or through email. You may also be required to communicate with other employees to relay messages or instructions.

Customer service skills: Customer service skills are a necessary part of a front desk supervisor’s skill set. You should be able to answer questions, direct customers to the right person or department and resolve customer issues. Customer service skills can help you develop a friendly demeanor and make customers feel valued.

Problem-solving skills: As a front desk supervisor, you may be responsible for resolving issues that arise during the course of your duties. Having strong problem-solving skills can help you identify the issue, develop a solution and implement it. You may also be responsible for training other employees on how to solve problems, so it’s important to be able to explain the process clearly.

Organizational skills: As a front desk supervisor, you may be responsible for managing multiple tasks at once. Having strong organizational skills can help you prioritize your work and stay on top of your responsibilities. You may also be responsible for managing employee schedules, so having strong organizational skills can help you keep track of employee shifts and ensure that employees are scheduled correctly.

Leadership skills: Front desk supervisors often have to lead a team of employees, so leadership skills are an important aspect of this job. You can use your leadership skills to motivate your team, delegate tasks and encourage growth.

Front Desk Supervisor Work Environment

The work environment for a front desk supervisor is usually in a hotel, resort, or other type of lodging facility. The supervisor is responsible for the front desk staff and ensuring that guests have a positive experience at the facility. The supervisor typically works a full-time schedule, which may include evenings, weekends, and holidays. The supervisor may also be required to work overtime during busy periods. The work can be fast-paced and stressful, as the supervisor must be able to handle multiple tasks at once and deal with difficult guests.

Front Desk Supervisor Trends

Here are three trends influencing how front desk supervisors work. Front desk supervisors will need to stay up-to-date on these developments to keep their skills relevant and maintain a competitive advantage in the workplace.

The Need for Customer Service

The need for customer service is growing as businesses become more reliant on technology. This means that front desk supervisors will need to be well-versed in customer service techniques in order to provide the best possible experience for customers.

As technology continues to play a larger role in our lives, the need for customer service will only continue to grow. Front desk supervisors who are able to provide excellent customer service will be in high demand and will be able to command higher salaries.

Greater Focus on Employee Engagement

Employers are increasingly focusing on employee engagement as a way to improve productivity and reduce turnover. This trend is leading to an increased demand for front desk supervisors who can help create a positive work environment and motivate employees to do their best work.

Front desk supervisors can capitalize on this trend by developing skills in employee engagement and motivation. They can also focus on creating a positive work environment by promoting teamwork and communication among employees.

More Attention to Work/Life Balance

As the economy becomes more competitive, employers are placing greater emphasis on work/life balance. This means that they are looking for employees who are willing to make sacrifices in order to get ahead.

Front desk supervisors can capitalize on this trend by demonstrating their commitment to work/life balance. This can include taking time off when needed, working reasonable hours, and being flexible with scheduling. In addition, front desk supervisors can show their commitment to work/life balance by promoting it within their department.

How to Become a Front Desk Supervisor

A front desk supervisor career can be a great way to get your foot in the door of the hospitality industry. As a front desk supervisor, you’ll be responsible for overseeing the day-to-day operations of the front desk and ensuring that guests have a positive experience. This role requires strong customer service skills, as well as the ability to manage multiple tasks simultaneously.

To become a front desk supervisor, it’s important to have a strong understanding of the company’s policies and procedures. You should also be able to handle difficult situations calmly and professionally. Additionally, it’s important to have a working knowledge of the hotel’s amenities and services.

Advancement Prospects

Front desk supervisors typically start out as customer service representatives or front desk clerks. With experience, they may move up to positions such as guest services manager or front office manager. Some front desk supervisors eventually become hotel or motel managers.

Many front desk supervisors have previous experience working in customer service or the hospitality industry. Some may have completed a postsecondary degree or certificate program in hospitality management.

Front Desk Supervisor Job Description Example

The front desk supervisor is responsible for the overall operation of the front desk, including but not limited to: guest check-in/check-out, reservations, telephone calls, room assignments, and guest requests. He/she will also provide support and assistance to the front desk agents as needed. The front desk supervisor must be able to work independently and make sound decisions in a fast-paced environment. He/she must also have excellent customer service skills and be able to resolve guest issues/complaints in a professional and efficient manner.

The ideal candidate will have at least 2 years of experience working in a hotel or related field, as well as supervisory experience. He/she must be able to work a flexible schedule, including weekends and holidays.

Duties & Responsibilities

• Greet and welcome guests upon arrival, provide prompt and professional assistance, and ensure a smooth and efficient check-in/check-out process
• Handle all guest inquiries and requests in a friendly and efficient manner, escalating to management as needed
• Maintain up-to-date knowledge of hotel services, amenities, and local attractions/events to better assist guests
• Monitor and maintain cleanliness and organization of the front desk area and lobby
• Train and supervise front desk staff on proper procedures and protocols
• Handle all incoming calls promptly and efficiently, routing to the appropriate party or taking messages as needed
• Process all payments accurately and in a timely manner
• Keep track of room availability and reservations
• Assist with luggage storage and retrieval
• Manage lost and found items
• Respond to all guest complaints and concerns in a professional and courteous manner
• Adhere to all safety and security policies and procedures

Required Skills and Qualifications

• High school diploma or equivalent
• Proven experience as a front desk supervisor or relevant position
• Excellent communication, customer service, and leadership skills
• Strong organizational and time-management skills
• Proficient in Microsoft Office, with aptitude to learn new software and systems
• Ability to stay calm under pressure and handle difficult situations

Preferred Skills and Qualifications

• Associate’s degree or higher
• Previous experience working in a hotel or related industry
• Bilingual (English/Spanish) ability
• Working knowledge of hotel management software, including Opera PMS
• Exceptional interpersonal skills