Front Desk Supervisor

Sheraton; Richmond (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid Time Off

401(k) plan with company match

Hotel discounts

Paid holidays

Early access to earned wages

Job summary

SMI Hotel Group is seeking a Front Desk Supervisor to support the Front Office Manager in guiding the front desk team and delivering excellent guest service. The role requires a hands-on leader who motivates staff and aims for memorable guest experiences.

You will welcome guests, manage check-in/check-out, coach associates, ensure policy adherence, and balance cash and transactions while keeping accurate guest accounts in a fast-paced environment. Weekend and holiday availability is expected.

Qualifications

• Previous hotel front desk supervisor or lead role experience.
• Experience with Galaxy Lightspeed or Opera preferred.
• Strong customer service, communication, and leadership skills.

Responsibilities

• Assist the Front Office Manager in leading the front desk team and maintaining high standards of guest service and operational performance
• Help ensure staff are informed of and follow hotel policies, procedures, and service standards
• Welcome guests and efficiently handle check-in and check-out procedures in a friendly and professional manner
• Accommodate guest requests and resolve guest concerns promptly and effectively to ensure a positive guest experience
• Support the Front Office Manager with coaching, training, and day-to-day supervision of front desk associates
• Accurately process cash, credit card, and other financial transactions in accordance with established policies and procedures
• Audit, balance, and report on cash and credit transactions, including checks, deposits, house charges, postings, and other hotel transactions
• Assist with maintaining accurate guest accounts, reservations, and front desk records
• Perform other job-related duties as assigned

Skills

Customer service

Leadership

Communication

Problem solving

Tools

Galaxy Lightspeed

Opera

Job description

We are looking for an experienced and motivated Front Desk Supervisor to assist the Front Office Manager in leading the front desk team and ensuring an exceptional guest experience. The ideal candidate is a hands-on leader who is passionate about hospitality, delivers outstanding customer service, and helps create memorable experiences for our guests.

Benefits

• Health, dental, and vision insurance (full-time employees)
• Paid Time Off (full-time and part-time employees)
• 401(k) plan with company match (full-time and part-time employees)
• Hotel discounts (full-time and part-time employees)
• Paid holidays (full-time employees)
• Early access to earned wages

Responsibilities

• Assist the Front Office Manager in leading the front desk team and maintaining high standards of guest service and operational performance
• Help ensure staff are informed of and follow hotel policies, procedures, and service standards
• Welcome guests and efficiently handle check-in and check-out procedures in a friendly and professional manner
• Accommodate guest requests and resolve guest concerns promptly and effectively to ensure a positive guest experience
• Support the Front Office Manager with coaching, training, and day-to-day supervision of front desk associates
• Accurately process cash, credit card, and other financial transactions in accordance with established policies and procedures
• Audit, balance, and report on cash and credit transactions, including checks, deposits, house charges, promotional materials, postings, and other hotel transactions
• Assist with maintaining accurate guest accounts, reservations, and front desk records
• Perform other job-related duties as assigned

Desirable Qualifications

• Previous experience as a Hotel Front Desk Supervisor, Lead Front Desk Agent, or in a similar hospitality leadership role
• Previous hotel front desk experience required
• Experience with hotel reservation/front desk systems such as Galaxy Lightspeed or Opera preferred
• Strong customer service and problem-solving skills
• Excellent communication, leadership, and organizational skills
• Ability to work effectively in a fast-paced, guest-focused environment
• Ability to work flexible hours, including weekends and holidays

SMI Hotel Group recruits the best and brightest to deliver the highest quality service to our guests. If you are passionate about hospitality, enjoy leading a team, and believe you have what it takes to make a difference in our guests' experience, we want to hear from you!

SMI Hotel Group is an equal opportunity employer and prohibits discrimination and harassment without regard to race, color, religion, age, sex, national origin, disability, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law.