Guest Experience Front Desk Supervisor

The Mayton; Cary (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

The Mayton in downtown Cary seeks a Front Office Supervisor to lead daily front desk operations, ensure stellar guest service, and uphold hotel standards. You will guide Guest Service Agents, handle busy periods, and serve as a resource during guest concerns and operational challenges.

The ideal candidate brings at least 1 year in hotel front desk or guest services, with supervisory experience preferred, strong communication, and a professional, team-focused approach.

Qualifications

• At least one year experience in hotel front desk or guest service operations.
• Strong guest service skills and commitment to hospitality.
• Strong communication, organization, and problem-solving abilities.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Must be eligible to work in the United States.
• Ability to work a flexible schedule, including days, evenings, weekends, and holidays.
• Must be able to work overtime as required.

Responsibilities

• Overseeing daily front desk operations to ensure smooth guest registration, check-in, check-out, and guest service.
• Supporting Guest Service Agents during peak periods and stepping in to assist when service demands increase.
• Resolving guest concerns promptly and professionally, ensuring positive outcomes and guest satisfaction.
• Maintaining awareness of room inventory, arrivals, departures, and special requests to support efficient operations.
• Ensuring front desk standards, appearance, and service expectations are consistently met.
• Communicating important guest information and operational updates to team members and leadership.
• Maintaining knowledge of hotel services, policies, and local information to support guest needs.
• Supporting onboarding and training of new team members.
• Coaching team members to ensure service standards and procedures are consistently followed.
• Providing feedback to leadership regarding team performance and development opportunities.
• Promoting a positive and collaborative team environment.
• Modeling professionalism, reliability, and accountability in daily operations.
• Assisting with shift coverage and ensuring adequate staffing levels.
• Supporting leadership with performance conversations and operational follow-up as needed.
• Ensuring accurate cash handling, posting of charges, and reconciliation of guest accounts.
• Monitoring labor schedules and maintaining staffing coverage.
• Maintaining front desk supplies and equipment readiness.
• Completing required reports, logs, and documentation in a timely and accurate manner.
• Supporting departmental goals related to guest satisfaction, service quality, and operational efficiency.
• Assisting with group arrivals, departures, and coordination with other departments.

Education

High School diploma

Job description

The Mayton in downtown Cary seeks a Front Office Supervisor to lead daily front desk operations, ensure stellar guest service, and uphold hotel standards. You will guide Guest Service Agents, handle busy periods, and serve as a resource during guest concerns and operational challenges.

The ideal candidate brings at least 1 year in hotel front desk or guest services, with supervisory experience preferred, strong communication, and a professional, team-focused approach.