Front Desk & Guest Experience Supervisor

StepStone Hospitality; Rocky Mount (NC); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

Medical Vision Dental

Life Insurance

Disability Insurance

Hotel Discounts

Pet Insurance

AD&D Coverage

401K Match

Paid Time Off

Leadership Training

Employee Assistance

Job summary

StepStone Hospitality is seeking a Front Desk Supervisor for the Residence Inn in Rocky Mount, NC. The role reports to the General Manager and focuses on delivering exceptional guest service while leading the front desk team.

You will oversee reservations, supervise day-to-day operations, and implement service-improvement initiatives to maximize occupancy and guest satisfaction. This position emphasizes leadership, operational excellence, and teamwork within a hospitality context.

Qualifications

• Must have comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.
• Ability to assist with the design and preparation of statistical reports and presentations as needed.
• Ability to accurately report information.
• Ability to assist with various office tasks as needed.
• Ability to scrupulously follow all StepStone and hotel policies and procedures.
• Attend required meetings.

Responsibilities

• Maintain standards of quality guest service.
• Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.
• Develop short- and long-term financial and operational plans for the guest service department that relate to the overall objectives of the hotel.
• Maintains proper supervision over all aspects of operations up to but not limited to Engineering, Housekeeping and F&B.
• Oversees all problem resolution matters in the absence of GM.
• Increase level of guest satisfaction by delivery of an exceptional product through employee development.
• Manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.
• Other duties as assigned

Skills

Guest service

Leadership

Communication

Data reporting

Job description

Description

Are you passionate about the hospitality industry and eager to make a real impact? StepStone Hospitality is looking for a dynamic Front Desk Supervisor to support our Residence Inn in Rocky Mount, NC. This position reports directly to the General Manager. If you are a results-oriented hospitality leader with a passion to drive operational excellence, elevate guest satisfaction, and deliver strong service performance, we invite you to explore this exciting opportunity.

Who We Are:

StepStone Hospitality is a leading hotel management company, recognized for our unwavering commitment to hotel owners, brand partners, guests, and employees. Our team of experienced professionals is dedicated to delivering superior results that align with our clients’ goals. We value teamwork, creativity, and the pursuit of excellence, providing a supportive environment where you can thrive and grow with us.

Key Responsibilities:

· Maintain standards of quality guest service.

· Achieve budgeted revenues and expenses and maximize profitability related to the guest services department.

· Develop short- and long-term financial and operational plans for the guest service department that relate to the overall objectives of the hotel.

· Maintains proper supervision over all aspects of operations up to but not limited to Engineering, Housekeeping and F&B.

· Oversees all problem resolution matters in the absence of GM.

· Increase level of guest satisfaction by delivery of an exceptional product through employee development.

· Manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.

Other duties as assigned

What We Offer:

• Various plan options for Medical, Vision & Dental

• Basic Life Insurance (provided)

• Voluntary Short-Term and Long-Term Disability

• Hotel Associate and Friends & Family Discounts

• Options for Pet Insurance

• Voluntary Life, AD&D, Critical Illness, Hospital Indemnity, and Accident Coverage

• 401K Match

• Paid Time-Off

• Leadership Training Programs/Mentorships

• Competitive Salaries

• Employee Assistance Program

Why StepStone Hospitality?

At StepStone Hospitality, you’re not just joining a team—you’re joining a family dedicated to achieving results. With over 250 years of combined experience in our leadership team, we provide unmatched opportunities for professional growth and advancement within the company. Be part of a company that values your contributions and is committed to your success.

Requirements

Must have comprehensive knowledge of the English language to effectively communicate with guests, associates, and vendors.

Ability to assist with the design and preparation of statistical reports and presentations as needed.

Ability to accurately report information.

Ability to assist with various office tasks as needed.

Ability to scrupulously follow all StepStone and hotel policies and procedures.

Attend required meetings.