Front Desk Supervisor - Guest Experience Leader

3001 Atlantic LLC; Virginia Beach (VA); On-site; USD 50,000 - 53,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Pet insurance

Gym membership discounts

Paid time off

Paid holidays

Shamin Perk discounts

Job summary

Shamin Hotels is seeking a Guest Services Manager at the Hilton Oceanfront in Virginia Beach to supervise front desk operations and lead a team delivering exceptional guest service. You will support the Front Office Manager in daily activities, staff management, and ensuring a seamless check-in/check-out experience.

The role requires a Bachelor’s degree in Hospitality Management (or related field) and 2–3 years of front desk experience, with supervisory duties a plus.

Qualifications

• Bachelor’s degree in Hospitality Management or related field preferred.
• Minimum 2–3 years of front office experience in a hotel setting.
• Previous supervisory or management experience is a plus.

Responsibilities

• Provide outstanding customer service by addressing guest concerns, resolving complaints, and ensuring a positive hotel experience.
• Assist with VIP and special guest requests, ensuring personalized service.
• Monitor guest feedback and work with the team to improve satisfaction.
• Supervise front desk staff, including receptionists, night auditors, and concierge personnel.
• Ensure proper check-in, check-out, and reservation procedures are followed.
• Maintain accurate records, including room availability, guest accounts, and billing.
• Handle emergency situations and follow hotel security protocols.
• Assist in hiring, training, and mentoring front office staff.
• Schedule and oversee daily shifts, ensuring adequate coverage.
• Conduct performance evaluations and provide feedback to employees.
• Assist with financial tasks such as handling payments, deposits, and cash reconciliation.
• Monitor daily reports, room rates, and revenue management strategies.
• Ensure compliance with hotel policies and industry regulations.
• Work closely with housekeeping, maintenance, and other departments to ensure guest needs are met.
• Communicate effectively with management and staff to maintain a cohesive work environment.
• Assist in implementing hotel policies, promotions, and special events.

Skills

Leadership

Customer service

Hotel software

Communication

Scheduling flexibility

Education

Bachelor’s in Hospitality Management

Tools

Opera PMS

Job description

Shamin Hotels is seeking a Guest Services Manager at the Hilton Oceanfront in Virginia Beach to supervise front desk operations and lead a team delivering exceptional guest service. You will support the Front Office Manager in daily activities, staff management, and ensuring a seamless check-in/check-out experience.

The role requires a Bachelor’s degree in Hospitality Management (or related field) and 2–3 years of front desk experience, with supervisory duties a plus.