Hotel Arista Front Office Supervisor

CityGate Hospitality•Naperville, IL

11d•$20 - $22•Onsite

About The Position

If you strive to be "The Best", we want to hear from you! Apply today at www.citygatehospitality.com/careers Role Summary: The Front Desk Supervisor is responsible for supporting front office leadership in delivering exceptional, Forbes-level guest service while ensuring smooth daily operations of the Front Desk. This role leads by example, supervises Front Desk Agents, resolves guest concerns with professionalism and discretion, and upholds brand, Forbes Travel Guide, and hotel service standards at all times.

Requirements

High school diploma required; college coursework or equivalent experience preferred.
Minimum 2–3 years Front Desk or Guest Services experience , preferably in a luxury or Forbes-rated hotel
Previous supervisory or lead experience strongly preferred
Strong knowledge of hotel operations and PMS systems (Opera preferred)
Must possess a valid Driver’s License and a clear motor vehicle record
Excellent communication, problem-solving, and leadership skills
Professional appearance and demeanor at all times
Ability to multitask and remain calm in a fast-paced environment
Flexible availability including evenings, weekends, and holidays
Must be able to walk and stand for up to 8 hours a day, with or without reasonable accommodation
Must be able to bend, stoop, squat, and stretch to fulfill job duties
Ability to lift up to 25 lbs if needed

Responsibilities

Guest Experience & Service Excellence
Deliver warm, anticipatory, and personalized service aligned with Forbes Travel Guide standards
Act as the primary escalation point for guest concerns, resolving issues promptly and courteously
Create memorable guest experiences through proactive service recovery and attention to detail
Maintain lobby presence and professional demeanor at all times
Front Desk Operations
Supervise daily Front Desk operations, including arrivals, departures, room assignments, and cash handling
Ensure accurate guest profiles, preferences, and notes are documented in the PMS
Monitor room inventory, VIP arrivals, and special requests in coordination with Housekeeping and Management
Ensure compliance with all hotel policies, procedures, and safety standards
Team Leadership & Training
Lead, coach, and motivate Front Desk Agents to meet performance and service expectations
Assist with onboarding and training new team members
Provide real-time feedback, guidance, and corrective action when needed
Ensure proper staffing coverage and assist with scheduling as directed
Communication & Coordination
Serve as a liaison between Front Desk, Housekeeping, Engineering, Bell Staff, and Management
Communicate VIP arrivals, service recovery cases, and operational updates clearly and professionally
Complete shift reports, pass-on logs, and required documentation
Forbes & Brand Standards
Uphold and reinforce Forbes Travel Guide service principles and standards
Participate in ongoing training and readiness for Forbes evaluations
Ensure appearance, language, and service delivery consistently meet luxury standards

Benefits

Major Medical Plans, Dental and Vision Insurance - single or family options available at employee’s election
Basic Life & AD&D - 100% employer paid
Short-Term Disability - 100% employer paid
Supplemental Life, AD&D, Critical Illness, Accident and Disability – single or family options available at employee’s election
401(k) Plan & Matching Program
Employee Assistance Program
Paid Leave Time (up to 40 hours/year)
Paid Time Off (PTO)
9 Paid Holidays/Year
Paid Jury Duty Time
Paid Bereavement for immediate family members
Partially-Paid Parental Leave
Hotel/Restaurant Discounts
Pet Insurance
Incentive Programs