Guest Experience Lead – Front Desk Supervisor

Appone; Durham (NC); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health benefits (HSA)

Disability & life insurance

Employee Assistance Program

401(k) with match

Job summary

HM Alpha Hotels & Resorts is seeking a Front Office Supervisor for the DoubleTree Durham location. The role leads check-ins, check-outs, reservations, and guest inquiries, ensuring guests feel welcomed and well-cared for from arrival to departure.

We value leadership, clear communication, and a calm, organized approach to busy front desk environments. This full-time position offers opportunities to impact guest experiences and operational efficiency.

Qualifications

• Minimum 2 years of experience in front desk operations within hospitality.
• Previous supervisory or leadership experience preferred.
• Familiarity with hotel property management systems and reservation platforms.
• Proven track record of delivering excellent customer service and managing guest relations.

Responsibilities

• Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel’s brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in organizing and delivering special amenities to guests.
• Organize in-room decor for guests celebrating special occasions.
• Monitor daily front office operations, including shift schedules, cash handling, and billing accuracy.

Skills

Leadership

Customer service

Communication

Organization

Education

High school diploma

Hospitality degree (preferred)

Tools

PMS

Job description

HM Alpha Hotels & Resorts is seeking a Front Office Supervisor for the DoubleTree Durham location. The role leads check-ins, check-outs, reservations, and guest inquiries, ensuring guests feel welcomed and well-cared for from arrival to departure.

We value leadership, clear communication, and a calm, organized approach to busy front desk environments. This full-time position offers opportunities to impact guest experiences and operational efficiency.