Guest Experience Lead - Front Desk (Afternoon Shift)

Shamin Hotels; Williamsburg (VA); On-site; USD 25,000 - 28,000; Full time

Job summary

Shamin Hotels in Williamsburg, VA is seeking a Front Desk Supervisor to oversee daily front desk operations and deliver outstanding guest service. You will lead and train front desk staff, manage check-in/check-out processes, and coordinate with other departments to ensure seamless guest experiences.

The role requires strong leadership, problem-solving, and the ability to handle guest concerns professionally while maintaining a welcoming, efficient front desk environment.

Qualifications

• High school diploma or equivalent required.
• Previous experience in a hotel front desk role, preferably in a supervisory capacity.
• Strong customer service, communication, and problem-solving skills.
• Proficiency in hotel management software and Microsoft Office Suite.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Leadership and team-building skills with a focus on employee development.
• Ability to multitask and handle stressful situations professionally.

Responsibilities

• Supervise front desk staff, ensuring smooth operations and adherence to company policies and procedures.
• Provide excellent customer service by addressing guest inquiries, concerns, and special requests promptly and professionally.
• Assist with the check-in and check-out process, ensuring accuracy and efficiency.
• Train and mentor front desk associates to uphold high service standards.
• Monitor room availability, reservations, and rates to maximize occupancy and revenue.
• Handle guest complaints and resolve issues to ensure guest satisfaction.
• Oversee cash handling procedures, billing, and financial transactions at the front desk.
• Coordinate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Enforce safety and security procedures to protect guests and staff.
• Assist in scheduling and managing front desk team members’ shifts.
• Ensure compliance with hotel brand standards and operational policies.

Skills

Customer service

Communication

Problem solving

Leadership

Team building

Multitasking

Education

High school diploma or equivalent

Tools

Hotel management software

Microsoft Office Suite

Job description

Shamin Hotels in Williamsburg, VA is seeking a Front Desk Supervisor to oversee daily front desk operations and deliver outstanding guest service. You will lead and train front desk staff, manage check-in/check-out processes, and coordinate with other departments to ensure seamless guest experiences.

The role requires strong leadership, problem-solving, and the ability to handle guest concerns professionally while maintaining a welcoming, efficient front desk environment.