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Front Office Supervisor

Hocking Hills Lodge & Conference Center
Department: Rooms / Front Office
Reports To: Front Office Manager
Position Type: Full-Time, Hourly, Non-Exempt

Position Overview

Hocking Hills Lodge & Conference Center is seeking a Front Office Supervisor to help lead our Front Desk and Guest Services team and ensure an exceptional experience for every guest.

This is a hands-on leadership position responsible for supporting the daily operation of the Front Office, supervising and assisting front desk associates, resolving guest concerns, coordinating with other departments, and helping ensure accurate and efficient check-in, check-out, reservation, and guest service processes.

The ideal candidate is a hospitality professional who enjoys working directly with guests and employees, remains calm and professional in a fast-paced environment, and is comfortable leading from the front. This position regularly works alongside the Front Desk team, particularly during peak arrival and departure periods.

Essential Duties & Responsibilities

• Assist the Front Office Manager with the daily operation of the Front Desk and Guest Services areas.

• Supervise, support, and provide direction to Front Office associates during assigned shifts.

• Work alongside Front Desk associates during busy periods, including guest arrivals, departures, and other high-volume times.

• Ensure guests receive friendly, professional, efficient, and courteous service throughout their stay.

• Assist with guest check-in, check-out, reservations, room assignments, payments, and general inquiries.

• Respond to guest questions, requests, concerns, and complaints and work toward timely and appropriate resolutions.

• Escalate significant guest concerns or operational issues to the Front Office Manager or other appropriate manager.

• Monitor daily arrivals, departures, occupancy, room availability, special requests, and other relevant Front Office information.

• Review Front Desk logs, shift information, guest requests, maintenance issues, and other operational communications.

• Assist with monitoring room inventory, rates, availability, and reservation activity.

• Help maximize occupancy and room revenue through accurate reservation practices and awareness of current rates and availability.

• Assist with scheduling and staffing adjustments based on occupancy, business levels, and operational needs.

• Coordinate closely with Housekeeping, Maintenance, Food & Beverage, Sales, and other departments to ensure guest needs are addressed.

• Maintain the appearance, cleanliness, organization, and readiness of the Front Desk, lobby, and surrounding guest areas.

• Ensure accurate and professional telephone and guest communication.

• Complete reports, administrative duties, and other Front Office documentation as assigned.

• Attend departmental and management meetings as requested.

• Assist with special projects and other operational responsibilities as assigned.

Leadership Responsibilities

The Front Office Supervisor is expected to set the example for the Front Office team through professionalism, attitude, communication, appearance, conduct, teamwork, and guest service.

Responsibilities include:

• Create and maintain a positive, professional, and respectful work environment.

• Provide hands-on leadership and remain visible and accessible to associates and guests.

• Coach associates on guest service standards, policies, procedures, and job performance.

• Recognize employees for strong performance and provide timely coaching when improvement is needed.

• Help train and develop new and existing Front Office associates.

• Assist with new-hire orientation and department training.

• Ensure associates understand and consistently follow Front Office procedures and service standards.

• Monitor employee appearance, attendance, conduct, and job performance.

• Communicate important operational information to the Front Office Manager and appropriate departments.

• Help maintain a workplace that promotes teamwork, respect, accountability, and excellent guest service.

• Follow and help enforce company policies, safety procedures, and established standards.

Guest Service Expectations

The Front Office team often provides a guest's first and last impression of Hocking Hills Lodge & Conference Center. The Front Office Supervisor plays an important role in creating a welcoming environment and setting the standard for the team.

Successful candidates should be comfortable:

• Interacting with guests throughout the shift.

• Handling challenging situations professionally and calmly.

• Listening to guest concerns and identifying reasonable solutions.

• Making sound decisions within established policies and authority.

• Balancing guest satisfaction with operational needs.

• Communicating clearly with guests, associates, supervisors, and other departments.

• Remaining composed and organized during high-volume periods.

Qualifications

Required:

• High school diploma or GED.

• Previous hotel Front Desk, Guest Services, or comparable hospitality experience.

• Strong customer service and communication skills.

• Ability to work independently and make sound decisions.

• Strong organizational and problem-solving skills.

• Basic computer skills and ability to learn hotel property management and reservation systems.

• Ability to effectively supervise and support employees.

• Ability to work a flexible schedule based on business needs.

Preferred:

• Previous supervisory or leadership experience in hospitality.

• Previous experience with a hotel property management system.

• College coursework or degree in Hospitality Management, Business, or a related field.

Skills & Abilities

Successful candidates should demonstrate:

• Strong leadership and interpersonal skills.

• Excellent verbal and written communication.

• Guest service and service-recovery skills.

• Critical thinking and problem-solving ability.

• Attention to detail and accuracy.

• Ability to prioritize multiple responsibilities.

• Ability to remain professional under pressure.

• Ability to coach, train, and motivate employees.

• Basic knowledge of Microsoft Office or similar programs.

• Understanding of hotel operations, reservations, occupancy, and room inventory.

• Ability to maintain confidentiality and exercise good judgment.

Schedule

This is a full-time position. The Front Office Supervisor must be available to work a flexible schedule based on hotel occupancy and operational needs.

Availability may include:

• Days and evenings

• Weekends

• Holidays

• Occasional overtime as business levels require

Because this is a hospitality leadership position, regular weekend and holiday availability is expected.

Physical Requirements

This position requires the ability to:

• Stand and walk for extended periods.

• Work at a computer and Front Desk workstation.

• Bend, reach, and retrieve supplies as needed.

• Use stairs when necessary.

• Occasionally lift and carry up to 35 pounds.

• Perform the essential duties of the position with or without reasonable accommodation.

Professional Appearance

Front Office Supervisors are expected to maintain a professional, neat, clean, and well-groomed appearance consistent with company dress and appearance standards.

About Hocking Hills Lodge & Conference Center

Hocking Hills Lodge & Conference Center is located in the heart of Hocking Hills State Park and welcomes leisure travelers, families, groups, conferences, weddings, and other guests throughout the year.

Our Front Office team plays an essential role in creating a welcoming and memorable experience for our guests. We are looking for a supervisor who enjoys hospitality, takes pride in excellent service, and wants to help develop a strong and supportive Front Office team.

If you are an experienced hospitality professional who enjoys working with people, solving problems, and leading by example, we encourage you to apply.