Front Office Guest Experience Supervisor

HHM Hotels; Williamsburg (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

HHM Hotels seeks a Front Desk Supervisor to oversee front desk operations, ensuring guest service excellence and adherence to brand and sustainability standards. The role supports the growth path to Front Office Manager and beyond, with a focus on coaching, training, and efficient issue resolution.

Responsibilities include supervising associates, handling guest concerns, maintaining satisfaction scores, and promoting HHM brand programs.

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 consistent with 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 immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of checkout. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Education

Associate’s or Bachelor’s degree preferred.

Job description

HHM Hotels seeks a Front Desk Supervisor to oversee front desk operations, ensuring guest service excellence and adherence to brand and sustainability standards. The role supports the growth path to Front Office Manager and beyond, with a focus on coaching, training, and efficient issue resolution.

Responsibilities include supervising associates, handling guest concerns, maintaining satisfaction scores, and promoting HHM brand programs.