Front Office Supervisor

Setting the standard for grand hospitality, Hotel Kansas City has delivered an experience like no other since its opening in late 2020. Named one of the "Best New Hotels in the World" by Travel + Leisure, and Kansas City's newest #1 Hotel on TripAdvisor, guests can indulge in Victorian-inspired guest rooms merged with modern twists, preserved touches like hand-hewn walnut and stained glass windows, and multiple show-stopping food and beverage outlets. Centrally located in the historic Kansas City Club Building, the hotel is only steps away from the city's best nightlife, restaurants, and shopping.

In addition to the hotel's 144 guest rooms are the Town Company restaurant; Nighthawk, a live music cellar cocktail bar; and a lobby lounge and bar that will bring locals and guests together for impromptu mingling. For the event minded guests, there will be 20,000 feet of meeting space that includes impressive historic ballrooms and a 3,000 square foot rooftop event patio.

Position Overview

Reporting to the Assistant Front Office Manager, Front Office Manager, or above, the Front Office Supervisor is a hands-on shift leader responsible for coordinating daily Front Office workflow and supporting consistent delivery of an exceptional guest experience.

This role typically leads a defined shift, as determined by the Assistant Manager or Manager, and provides direction, task allocation, and real-time support to Front Office colleagues. The Front Office Supervisor works alongside the team to maintain service flow, uphold standards, resolve guest concerns, and ensure operational and financial procedures are followed.

As a supervisor-level leadership role, this position supports team performance through coaching, communication, training reinforcement, and accountability while remaining one level below Assistant Manager. The role may also perform complex Front Office processes, support programs or policies, and serve as Manager on Duty when assigned.

Key Responsibilities

Shift Leadership & Operational Execution

• Lead an assigned Front Office shift, coordinating workflow, assigning tasks, and adjusting priorities based on guest volume and business needs.
• Serve as a visible, on-the-floor leader who monitors service delivery, supports colleagues, and maintains operational continuity throughout the shift.
• Perform all Front Office functions as needed, including guest registration, check-in/check-out, cashiering, guest inquiry response, and communication of hotel services and promotions.
• Act as Manager on Duty, escalating matters appropriately and supporting hotel operations during the shift.
• Ensure Front Office colleagues follow brand standards, service expectations, and standard operating procedures.

Guest Experience & Service Recovery

• Create a seamless, welcoming, and efficient arrival and departure experience for guests.
• Respond to guest concerns with urgency, professionalism, empathy, and sound judgment; escalate complex matters as appropriate.
• Support service recovery efforts and proactively identify opportunities to improve guest satisfaction.
• Maintain thorough knowledge of room types, amenities, hotel outlets, rates, packages, promotions, and local offerings to support accurate guest communication.
• Anticipate guest needs, including VIP, group, and high-demand arrival/departure periods.

Front Office Operations & Financial Controls

• Support daily Front Office operations including check-in/check-out, room status coordination, cash handling, payment processing, and shift reporting.
• Reinforce compliance with cash control, financial, safety, security, and privacy procedures.
• Monitor shift activity and identify operational issues that may impact service flow, accuracy, or guest experience.
• Maintain accurate records, complete required reports, and communicate shift updates to Assistant Manager or Manager.
• Support scheduling, labor coordination, break planning, and staffing adjustments as directed by management.

Team Coordination, Coaching & Training Support

• Provide day-to-day direction, coaching, and performance feedback to Front Office colleagues during assigned shifts.
• Support onboarding, training reinforcement, and cross-training for Front Office processes, systems, and service standards.
• Model professionalism, accountability, and service excellence in all colleague and guest interactions.
• Foster a collaborative, respectful, and solutions-oriented team environment.
• Communicate performance, attendance, training, or operational concerns to the Assistant Manager or Manager for follow-up.

Cross-Functional Collaboration

• Partner with Housekeeping, Reservations, Sales, Food & Beverage, Engineering, Security, and other departments to support room readiness and guest needs.
• Coordinate guest requests, room moves, special arrangements, group arrivals, and VIP details to ensure accurate and timely execution.
• Maintain clear shift communication through pass-downs, logs, reports, and direct updates to leadership.

Systems, Compliance & Administrative Support

• Use hotel systems such as Opera or similar property management systems to support daily operations, reporting, and guest service.
• Maintain proficiency with business tools including Microsoft Office, Outlook, and related communication platforms.
• Support implementation and reinforcement of Front Office policies, procedures, programs, and service initiatives.
• Complete other duties as assigned by management.