Front Desk Supervisor

Plazahotelelpaso; Philadelphia (Philadelphia County); On-site; USD 38,000 - 48,000; Full time

Job summary

HHM Hotels is seeking a Front Desk Supervisor to oversee daily front desk operations, guest check-in/out, and service quality. You will train and coach associates, resolve guest issues, and maintain brand standards across shifts.

This role emphasizes smiling, proactive service, and collaboration with the lobby team. You will manage reservations, balance accounts, and support sustainability initiatives while ensuring a welcoming atmosphere for all guests.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand standards.
• Resolve guest complaints and concerns by researching the situation and determining effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador activities to interact with guests and foster repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping such as balancing accounts and audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests upon arrival; register and assign rooms.
• Compute bills, collect payments, handle cash, and make change.
• Close out guest accounts at checkout and negotiate revenue allowances if dissatisfied.
• Create action plans to remedy service deficiencies.
• Ensure front entrance and public areas are clean and well-maintained.
• Follow sustainability guidelines and OSHA standards.
• Perform other duties as requested by management.

Skills

Experience

Education

Associate’s or Bachelor’s degree

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