Front Desk Supervisor: Guest Experience Leader

Hotel Equities; Harrisburg (Dauphin County); On-site; USD 18,000 - 30,000; Full time

Job summary

Hotel Equities in Harrisburg is seeking a Front Office Supervisor to lead guest service agents and oversee front desk operations, ensuring adherence to Hilton standards and high-quality guest service.

You will guide staff, handle escalated guest requests, and participate in daily pre-shift meetings, with opportunities to improve service levels through coaching and performance reviews.

Qualifications

• Ability to deal with internal and external customers with patience, tact, and diplomacy to resolve conflicts.
• Basic mathematical skills and calculator use for moderately complex calculations.
• Ability to listen effectively and understand English instructions.
• Ability to observe and detect signs of emergency situations.

Responsibilities

• Instruct and supervise guest service agents, operators, and valets; observe performance and encourage improvement.
• Manage front desk operations by completing daily tasks, determining room and rate availability, and assisting staff.
• Resolve customer complaints by researching situations and authorizing revenue allowances after considering alternatives.
• Lead daily pre-shift meetings and communicate with staff to ensure Hilton standards are met.
• Monitor staff performance and recommend training to address inconsistencies at the front desk.

Skills

Customer service

Conflict resolution

Communication skills

Mathematical calculations

Education

High School Diploma or equivalent

Job description

Hotel Equities in Harrisburg is seeking a Front Office Supervisor to lead guest service agents and oversee front desk operations, ensuring adherence to Hilton standards and high-quality guest service.

You will guide staff, handle escalated guest requests, and participate in daily pre-shift meetings, with opportunities to improve service levels through coaching and performance reviews.