Front Desk Supervisor

The Westin Houston Medical Center

Front Desk Supervisor

Full-Time

Pay Rate: $17.00 to $18.00 per hour

Company Overview:

At Pearl Hospitality, we don’t just manage hotels; we develop leaders. Our mission of creating leaders drives everything we do, from how we support our teams to how we serve our guests. As a growing hotel ownership and management company, we partner with trusted brands such as Marriott and Westin to deliver exceptional service while fostering a culture of accountability, growth, and teamwork.

We are passionate about creating an environment where employees feel valued, supported, and empowered to take the next step in their careers.

About the Role:

The Front Desk Supervisor reports directly to the Director of Front Office and is responsible for creating leaders and fostering the Pearl culture within the Front Office department for The Westin Houston Medical Center. A Pearl Front Desk Supervisor must ignite the human spirit by creating unrivaled hospitality experiences, fueled by fun, enthusiasm, and compassion, that challenge each person to unlock their potential. The Front Desk Supervisor must ensure that all aspects of the hotel are continually balanced while providing exceptional customer satisfaction by continually training associates on our Pearl touchpoints and ensuring they consistently focus on them. All hotel operations must be executed at the highest level of professionalism and courtesy. The Front Desk Supervisor must drive results through effective training, coaching, leading, motivating, empowering, and follow-through with all associates. The Front Desk Supervisor must ensure maximum profitability by achieving the highest possible RevPar. The Front Desk Supervisor plays a critical role in ensuring the smooth, efficient operation of the front office, directly impacting guest satisfaction and overall hotel performance. This position involves supporting the Front Office Director in overseeing daily front desk activities, managing staff, and maintaining high standards of customer service. The Front Desk Supervisor acts as a key liaison between guests and hotel services, resolving issues promptly and ensuring a welcoming environment. Additionally, this role requires collaboration with other departments to optimize guest experiences and operational efficiency. Ultimately, the Front Desk Supervisor contributes to revenue growth by effectively managing reservations, check-ins, and check-outs while fostering a positive team culture.

Minimum Qualifications:

• High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
• Minimum of 2 years of experience in front office operations within the hotel industry.
• Proven experience in a supervisory or assistant management role in a hotel front office setting.
• Strong knowledge of hotel property management systems (PMS) and reservation software.
• Excellent communication and interpersonal skills with a customer-focused approach.

Preferred Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Experience with revenue management and yield optimization techniques.
• Familiarity with multiple property management systems and advanced booking platforms.
• Certification in hospitality or hotel management (e.g., Certified Front Desk Manager).
• Multilingual abilities to effectively communicate with diverse guest populations.

Responsibilities:

• Assist in managing daily front office operations, including guest check-in and check-out processes, to ensure efficiency and accuracy.
• Supervise, train, and motivate front desk staff to deliver exceptional customer service and maintain professional standards.
• Handle guest inquiries, complaints, and special requests promptly and effectively to enhance guest satisfaction.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences and timely issue resolution.
• Monitor and manage room inventory, reservations, and billing procedures to maximize occupancy and revenue.
• Prepare and analyze daily reports on front office activities, guest feedback, and operational performance.
• Support the Front Office Manager in implementing hotel policies, procedures, and service standards.
• Participate in the recruitment, scheduling, and performance evaluations of front-office personnel.