• Front Desk Supervisor

  • Description


    1. Front desk supervisor trains employees and is in charge of the front desk staff.
    2. The supervisor is ultimately responsible for ensuring the happiness and satisfaction of the guests, including accurate billing services, swift and efficient registration services and fostering a convivial and professional atmosphere.
    3. Supervisors are responsible for all aspects of recordkeeping, such as the work schedule for the staff, cash accounting for the front desk and paying vendors.
    4. Communicates with the facilities department regarding any maintenance requests from the guests.
    5. Checks AM and PM discrepancy reports.
    6. Has complete working knowledge of software system, including all daily transactions and those which are not performed often.
    7. Has full understanding of software system and assists with reservations.
    8. Can perform all of the front desk functions to include guest service and, pbx operator, front desk agent, etc.
    9. Assists front desk agent by checking guests in and out of the hotel.
    10. Knows how and where to post all charges.
    11. Receives money from guests for payment of hotel charges and makes correct change.
    12. Handles checks and credit cards received from the guests for payment of hotel charges.
    13. Knows all of the room rates.
    14. Issues safety deposit boxes to guests when requested.
    15. Gives directions to hotel facilities, rooms and local area attractions.
    16. Provides for a safe work environment by following all safety and security procedures and rules.
    17. Ensures proper staffing levels of front desk agents by assisting hotel manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.)
    18. Assists the hotel manager by handling special requests, group blocking and unusual circumstances.
    19. Communicates with the housekeeping department regarding guest rooms and request..


    • Above average oral communication skills
    • Excellent customer service
    • Problem solving capability
    • High capacity for learning


    This Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her Supervisor.


    EDUCATION: High School diploma or GED. A bachelor's degree in hotel management or hospitality is preferred.

    EXPERIENCE: Supervisors should have a working knowledge of day-to-day hotel office procedures and previous hotel department supervisory experience.

    LICENSES OR CERTIFICATIONS: Be able to obtain/maintain Eastern Shawnee Tribe of Oklahoma gaming license.

    WORK ENVIRONMENT: Work in casino operations containing second hand smoke, high noise level and bright lights.

    SPECIAL WORKING CONDITIONS: The front desk supervisor is in charge of the staff that directly assists hotel guests. They are responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that arise. The front desk staff reports to the front desk supervisor, and he or she is responsible for scheduling the staff and is expected to be knowledgeable and capable of performing all front desk tasks. The front desk supervisor reports directly to the general hotel manager.