Front Desk Supervisor - Elevate Guest Experience

HHM Hospitality; Williamsburg (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

HHM Hospitality is seeking a Front Desk Supervisor to lead front desk operations in alignment with guest service, quality, and sustainability standards.

You will interview, train, schedule, coach, and support associates; resolve guest concerns; manage reservations; and promote HHM brand programs, while balancing accounts and ensuring smooth check-in/check-out processes. Flexibility to work weekends/holidays is required.

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 or hotel standards and 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 upon arrival; register and assign guests to hotel rooms.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out and handle dissatisfaction with revenue allowances if needed.

Education

Associate's or Bachelor's degree preferred

Job description

HHM Hospitality is seeking a Front Desk Supervisor to lead front desk operations in alignment with guest service, quality, and sustainability standards.

You will interview, train, schedule, coach, and support associates; resolve guest concerns; manage reservations; and promote HHM brand programs, while balancing accounts and ensuring smooth check-in/check-out processes. Flexibility to work weekends/holidays is required.