Front Desk Supervisor

Plazahotelelpaso; Kansas City (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

HHM Hotels is seeking a Front Desk Supervisor to oversee daily front desk operations, ensure guest service excellence, and uphold brand standards. You will train and coach associates, handle reservations, check-ins, check-outs, and resolve guest issues to boost satisfaction and repeat stays.

Responsibilities include balancing accounts, promoting marketing programs, and staying aligned with HHM EarthView sustainability guidelines while working on-site across shifts.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1–3 years of related front desk or supervisory experience.

Responsibilities

• Oversee daily front desk operations and staff to meet brand standards.
• Address guest complaints with careful investigation and solutions.
• Maintain guest satisfaction and drive repeat stays.
• Greet guests, check in/out, and assign rooms.
• Balance accounts and perform cash handling tasks.
• Support promotional marketing programs and events.

Skills

Guest service leadership

Team supervision

Interview & training

Conflict resolution

Reservations & cash handling

Brand standards adherence

Education

Associate’s or Bachelor’s degree preferred

Job description

Opportunity: Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Your Focus

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.


• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.


• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.


• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.


• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.


• Perform bookkeeping activities such as balancing accounts and conducting audits.


• Make and confirm reservations.


• Promote company and brand-specific marketing programs.


• Greet guests immediately upon arrival; register and assign guests to hotel rooms.


• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.


• Compute bills, collect payments, handle cash, and make change for guests.


• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.


• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.


• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.


• Follow sustainability guidelines and practices related to HHM’s EarthView program.


• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.


• Perform other duties as requested by management.

Your Background and Skills

• Associate’s or Bachelor’s degree preferred.


• 1 to 3 years of related experience.

Work Environment and Context

• Work schedule varies and may include working on all shifts, holidays and weekends.


• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels