Job Information
Crescent Hotels and Resorts Front Desk Supervisor in Horseshoe Bay, Texas
Rate: $21 USD per hour
Description
Front Desk Supervisor
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.