Back to Jobs search

Front Desk Supervisor

Crescent Hotels and Resorts • Horseshoe Bay, TX • 2d ago

Rate: $21 USD per hour

Description

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.

Qualifications

Education

Required

High School or better

Preferred

Bachelors or better

Some college or better

Experience

Required

3-5 years: Served as the on-duty leader during peak occupancy periods, supporting staff and resolving escalations in real time.

3-5 years: Led, trained, and coached Guest Service Agents to deliver high-quality service while maintaining accuracy and professionalism.

3-5 years: Supervised daily front desk operations, ensuring efficient check-in/check-out processes and consistent adherence to brand and resort standards.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Similar Jobs

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.