Front Office Supervisor — Lead Guest Experience

HHM Hospitality; Pittsburgh (Allegheny County); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental and Vision Health Insu

Paid Time Off

401k Company Match

Travel Discounts

Employee Assistance and Wellness

Educational/Professional Development

Technology Reimbursements

Referral Bonus Program

Job summary

HHM Hotels is seeking a Front Office Supervisor to lead the front desk, guest services, and lobby experiences, elevating service and ensuring the property shines in Pittsburgh.

You will mentor associates, manage daily front office operations, handle guest concerns, and promote brand standards while maintaining a welcoming, efficient environment for guests and colleagues. This role also offers growth from Assistant Front Office Manager to General Manager, with varied shifts.

Qualifications

• Associate’s or Bachelor’s degree in hospitality, business, or related field.
• 1 to 3 years of related hospitality or customer service experience required, with prior supervisory experience preferred.
• Intermediate knowledge of overall hotel operations, property management systems, and basic front office financial controls.
• Strong communication and interpersonal skills to handle guest relations effectively and lead a diverse team.

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.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Accept leadership responsibilities by modeling proper service techniques, effective development of others, and commitment to industry and personal development.
• Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
• 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, creating a relationship and culture that results in repeat stays.
• Greet guests immediately upon arrival, register and assign guests to hotel rooms, and ensure the hotel entrance, reception, and other public areas are properly maintained in regards to cleanliness and appearance.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Perform front office bookkeeping activities, including balancing accounts, conducting audits, handling cash, making change, and processing collections.
• Close out guest accounts at check-out, and in the event of dissatisfaction, negotiate compromises, which may include authorizing revenue allowances.
• Make and confirm reservations while actively promoting company and brand-specific marketing programs.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Perform other duties as requested by management.

Skills

Communication skills

Interpersonal skills

Customer service

Supervisory experience

Team leadership

Education

Associate’s or Bachelor’s degree in hospitality, business, or related field

Tools

Property management system (PMS)

Front office systems

Job description

HHM Hotels is seeking a Front Office Supervisor to lead the front desk, guest services, and lobby experiences, elevating service and ensuring the property shines in Pittsburgh.

You will mentor associates, manage daily front office operations, handle guest concerns, and promote brand standards while maintaining a welcoming, efficient environment for guests and colleagues. This role also offers growth from Assistant Front Office Manager to General Manager, with varied shifts.