Front Desk Supervisor - Lead Guest Experience

CMC Hotels; Wilmington (NC); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid Vacation

Holiday Pay

Monthly and Quarterly Incentives

Access to a fully vested 401(k)

BCBS Health Insurance

Dental and Vision Coverage

Life Insurance

Short-Term and Long-Term Disability

Employee Hotel Discounts

Paid Training and Development

Career Development and Advancement Occ

Career Development and Advancement Op

Job summary

CMC Hotels in North Carolina is seeking a Front Desk Supervisor to lead the Front Office team, ensure brand standards, and deliver exceptional guest service. The role involves scheduled shifts, training, coaching, and coordinating with Housekeeping, Maintenance, Sales, and other departments.

You will handle check-in/check-out, support night audit when needed, and help drive guest satisfaction scores while maintaining cash handling and privacy policies.

Qualifications

• Minimum of one year of hotel Front Desk or Front Office experience.
• Strong guest service, communication, and problem-solving skills.
• Ability to lead, motivate, coach, and provide direction to Front Desk associates.
• Must be dependable, self-motivated, organized, and able to work independently.
• Open availability is required, including weekends and holidays.

Responsibilities

• Lead by example by providing friendly, professional, and efficient service to every guest.
• Work scheduled Front Desk shifts and assist with daily Front Office coverage based on business needs.
• Provide efficient and accurate guest check-in and check-out service.
• Supervise daily Front Office operations and ensure associates follow established standards.
• Assist with training, coaching, and developing Front Desk associates to promote strong performance.
• Communicate effectively with incoming and outgoing shifts regarding hotel activity and priorities.
• Maintain knowledge of the hotel, amenities, local area, and services.
• Respond to guest questions and concerns, escalating to Hotel Management when appropriate.
• Assist in driving guest satisfaction scores and achieving brand service goals.
• Support Front Desk scheduling and labor budgets; minimize overtime.
• Ensure uniform, grooming, and name-tag standards are maintained.
• Enforce cash handling, guest privacy, key control, and property security.
• Be familiar with Night Audit operations and daily brand standards.

Skills

Front Desk Experience

Leadership

Guest Service

Team Training

Job description

CMC Hotels in North Carolina is seeking a Front Desk Supervisor to lead the Front Office team, ensure brand standards, and deliver exceptional guest service. The role involves scheduled shifts, training, coaching, and coordinating with Housekeeping, Maintenance, Sales, and other departments.

You will handle check-in/check-out, support night audit when needed, and help drive guest satisfaction scores while maintaining cash handling and privacy policies.