Front Desk Lead — Guest Experience & Operations

HHM Hotels; Sunnyvale (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

HHM Hotels in Sunnyvale, CA is seeking a Front Desk Supervisor to lead daily front desk operations, greet guests, and ensure service standards align with HHM’s brand.

You will interview, train, schedule, coach and support associates; handle guest inquiries and complaints; balance accounts, process reservations, and support sustainability initiatives under EarthView; work varied shifts and stand for long periods.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related front desk experience.
• Experience in hotel operations and guest services.
• Strong communication and problem-solving skills.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with brand standards and HHM values.
• Resolve guest complaints by researching the situation and determining effective solutions.
• Monitor guest satisfaction scores and work toward improving departmental and overall guest satisfaction.
• Participate in lobby ambassador activities to build relationships and encourage repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant GM.
• Perform bookkeeping tasks such as balancing accounts and conducting audits.
• Make and confirm reservations; greet guests on arrival and assign rooms.
• Compute bills, collect payments, handle cash, and balance guest accounts at checkout.

Skills

Guest service excellence

Staff supervision

Interviewing & training

Conflict resolution

Cash handling

Education

Associate's degree

Bachelor's degree

Job description

HHM Hotels in Sunnyvale, CA is seeking a Front Desk Supervisor to lead daily front desk operations, greet guests, and ensure service standards align with HHM’s brand.

You will interview, train, schedule, coach and support associates; handle guest inquiries and complaints; balance accounts, process reservations, and support sustainability initiatives under EarthView; work varied shifts and stand for long periods.