Front Desk Supervisor

Delamar Hotel in Traverse City, Michigan, is seeking a Front Desk Supervisor to lead the Front Office team and uphold the property’s elevated hospitality standards. The role is on site and emphasizes on-floor leadership, guest interactions, and ensuring a seamless service flow throughout daily operations.

Job Summary

The Front Desk Supervisor guides the Front Office team through hands-on supervision, ensuring procedures align with Delamar Traverse City standards of thoughtful, refined hospitality. This position serves as a visible on-floor presence, shaping team performance, supporting guest interactions, and maintaining smooth operational flow. You will execute established procedures, foster team development, and ensure each guest experience is handled with professionalism, efficiency, and attention to detail.

Responsibilities

• Oversee the daily Front Office operations to ensure adherence to hotel standards and procedures.
• Lead by example by actively participating in guest check-in, check-out, and service interactions.
• Coach and direct Front Desk Agents to sustain consistent performance and service delivery.
• Address guest concerns and complaints in a professional and timely manner.
• Ensure all guest requests are followed through to completion.
• Coordinate with Housekeeping and other departments to maintain room readiness and service flow.
• Assist in assigning guest rooms, considering preferences, VIP status, and operational needs.
• Support onboarding and on-the-job training of new team members.
• Provide real-time coaching and feedback to improve team performance.
• Maintain accuracy in guest billing, payments, and adherence to credit policies.
• Monitor shift operations and communicate issues to leadership.
• Respond to OTA online reviews in the absence of Front Office Leadership.
• Maintain knowledge of hotel services, local area information, and guest recommendations.
• Ensure all safety and emergency procedures are understood and followed.
• Assist in maintaining departmental organization, supplies, and cleanliness.
• Act as deputy for the Assistant Front Office Manager in their absence and assume related responsibilities.
• Perform additional duties as directed by Front Office leadership.

Requirements

• 1 to 3 years of Front Office or Guest Services experience in a hospitality environment.
• Previous supervisory or leadership experience preferred.
• Strong verbal and written communication skills.
• Ability to work flexible schedules including evenings, weekends, and holidays.
• Professional presence with strong interpersonal skills.
• Ability to remain composed in a fast paced environment.
• Strong attention to detail and organizational skills.
• Team oriented with a focus on collaboration and support.

We Offer

• Complimentary Shift Meal
• Employee discounts
• Employee Recognition Programs

Benefits

• Competitive Medical, Dental, and Vision
• Paid Time Off
• 401k Plan with Company Match
• Short Term Disability - Company Paid
• Life Insurance - Company Paid
• Dental insurance
• Food provided
• Free parking
• Health insurance
• Vision insurance

Pay

USD 22.00 – 23.00 per hour

Physical Requirements

• Ability to stand and be actively present for extended periods.
• Ability to move throughout the property as required.

Work Location

Onsite in Traverse City, Michigan