Guest Experience Lead (Front Desk Supervisor)

Doubletree-Raleigh; Durham (NC); On-site; USD 46,000 - 63,000; Part time

Benefits offered by this job

401(k) with match

Company-paid disability & life

Employee Assistance Program

Job summary

DoubleTree Durham is seeking a Front Office Supervisor to oversee daily front desk operations, ensuring guest satisfaction and efficient check-ins/check-outs. You will lead a team, handle reservations, and support the Front Office Manager to maintain service standards.

The role requires strong leadership, excellent communication, and familiarity with hotel PMS systems. Part-time status with opportunities to grow and contribute to a welcoming guest experience.

Qualifications

• Minimum 2 years of experience in front desk operations within hospitality
• Familiarity with hotel property management systems (PMS) and reservation platforms
• Proven track record of delivering excellent customer service and guest relations

Responsibilities

• Supervise and mentor front desk staff to deliver outstanding customer service matching brand standards.
• Coordinate with housekeeping, concierge, and other departments for smooth guest experiences.
• Handle guest concerns and resolve issues promptly to create positive experiences.
• Assist in training new employees and foster a collaborative team environment.
• Assist in requesting, organizing, and delivering special amenities to guests.
• Organize in-room decor for guests celebrating occasions.
• Monitor front office operations: shift schedules, cash handling, billing accuracy, room assignments.
• Assist with phone handling (PBX) and room reservations.
• Support bell services and baggage storage as needed.
• Help implement new processes and technology to improve front desk efficiency.

Skills

Leadership

Communication

Organization

Multitasking

PMS systems

Education

High school diploma

Associate or Bachelor’s degree in Hospitality or related field preferred

Tools

PMS software

Office software

Job description

DoubleTree Durham is seeking a Front Office Supervisor to oversee daily front desk operations, ensuring guest satisfaction and efficient check-ins/check-outs. You will lead a team, handle reservations, and support the Front Office Manager to maintain service standards.

The role requires strong leadership, excellent communication, and familiarity with hotel PMS systems. Part-time status with opportunities to grow and contribute to a welcoming guest experience.