Guest Experience Lead — Front Desk Supervisor

Hei Hotels Inc.; Austin, Northern (TX, KY); Hybrid; USD 54,443,000 - 60,174,000; Full time

Benefits offered by this job

Health insurance

Paid time off after 90 days

401(k) with employer match

Job summary

HEI Hotels and Resorts seeks a Front Desk Supervisor for the Doubletree Austin, on-site in Austin, TX. You will support the Front Office Manager to ensure smooth check-in/check-out, guest satisfaction, and adherence to brand standards.

The role requires strong customer service, clear communication, and ability to resolve conflicts. You will supervise front desk staff, manage registrations, and handle routine financial tasks with accuracy and professionalism.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to effectively deal with internal and external customers, with diplomacy to resolve conflicts.
• Basic mathematical skills and calculator proficiency for moderately complex calculations.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Effective verbal and written communication, including preparing reports on room availability and revenues.

Responsibilities

• Greet guests with a friendly welcome, listen to requests and provide accurate information.
• Assist the Front Office Manager in managing operations to ensure customer satisfaction and financial goals.
• Process registrations, balance house accounts, and handle cash and vouchers with accuracy.
• Answer phones promptly, relay messages, and manage mail and packages for guests.
• Resolve guest complaints through thorough investigation and effective solutions.

Skills

Customer service

Communication

Conflict resolution

Mathematical skills

Data entry

Stand and walk

Teamwork

Job description

HEI Hotels and Resorts seeks a Front Desk Supervisor for the Doubletree Austin, on-site in Austin, TX. You will support the Front Office Manager to ensure smooth check-in/check-out, guest satisfaction, and adherence to brand standards.

The role requires strong customer service, clear communication, and ability to resolve conflicts. You will supervise front desk staff, manage registrations, and handle routine financial tasks with accuracy and professionalism.