Job Description

Position: Front Desk Supervisor

The Front Office PM Supervisor oversees evening front-of-house operations, ensuring exceptional guest reception, prompt check-ins, and proactive service recovery. Working during peak arrival and evening hours, this role acts as a primary point of contact for guests and staff, supports front desk agents, coordinates with housekeeping and engineering, and serves as Manager on Duty (MOD) as needed.

Key Responsibilities

Operational Leadership & Guest Experience

• Supervise evening Front Desk operations, ensuring seamless check-ins, guest inquiries, and departure procedures.
• Serve as an escalation point for guest concerns and escalations, executing proactive service recovery to uphold high guest satisfaction standards.
• Act as Manager on Duty (MOD) during evening shifts, overseeing property security, key control, guest incidents, emergencies, and operational issues, and escalating significant matters to hotel leadership as appropriate.
• Liaise with Housekeeping, Food & Beverage, and Engineering to prioritize room readiness, VIP amenities, maintenance requests, and other operational needs during the shift.
• Maintain awareness of hotel occupancy, room inventory, group activity, VIP arrivals, and outstanding room issues throughout the shift, proactively coordinating with Front Desk, Housekeeping, and Engineering to resolve issues before they impact the guest.
• Ensure front desk and lobby areas remain organized, welcoming, and aligned with brand presentation standards.

Team Supervision & Coaching

• Lead shift briefings and communicate daily hotel occupancy, group arrivals, VIP movements, operational priorities, and unresolved issues to the team.
• Provide real-time coaching, support, and training to Front Desk Agents on brand standards, upselling, and guest interactions.
• Ensure staff adhere to company attendance, uniform, and grooming standards.

Financial & Administrative Accountability

• Ensure accurate billing, credit card authorization procedures, and cash-handling compliance across the evening shift.
• Partner with the Director of Operations to drive front desk upselling programs and loyalty enrollment goals.
• Assist with shift-end balancing and bucket checks, and ensure unresolved guest, operational, billing, and maintenance issues are clearly documented and communicated to Night Audit and hotel leadership.

Qualifications & Requirements

• Minimum of 1–2 years of front desk experience in a hotel setting; prior supervisory or team lead experience preferred.
• Proficiency with hotel Property Management Systems (PMS) and standard office software; Opera experience preferred.
• Strong interpersonal and verbal/written communication skills.
• Proven ability to handle guest escalations calmly and professionally in a fast-paced environment.
• Ability to work a consistent PM schedule, including weekends and holidays.
• Ability to stand, walk, and remain active behind the front desk and across the property for extended periods.

At Palette Hotels, we are dedicated to creating and sustaining meaningful hospitality careers for our associates. We support our associates with highly competitive salaries, outstanding health, benefits, extensive training and development programs, promotion within the organization, and a positive team-based culture where people make the difference.

Palette Hotels, is an equal opportunity employer with policies prohibiting unlawful discrimination on the basis of any protected classification under applicable local, state and/or federal laws, which can include race, color, creed, sex, national origin, age, veteran status or physical or mental disability unrelated to job requirements.

Palette Hotels policies also provide for a drug-free workplace, where the use, possession, or influence of illegal drugs or alcohol while on company time is generally prohibited. An employee's use (or abuse) of legally prescribed medication may also implicate company policy, where it impairs judgment or work performance or otherwise creates workplace safety risks.

Palette participates in E-Verify to confirm that you are authorized to work in the U.S. only after a job offer is accepted and Form I-9 is completed. For more information on E-Verify, please visit the Everify website.