Guest Experience Lead — Front Desk Supervisor

HHM Hospitality; Louisville (KY); On-site; USD 32,000 - 46,000; Full time

Job summary

HHM Hotels seeks a Front Desk Supervisor to lead the front desk team, ensuring guest service aligns with HHM standards and sustainability goals. You’ll train, schedule, coach, and evaluate staff while handling reservations and guest interactions to ensure memorable stays.

Responsibilities include resolving complaints, balancing accounts, and supporting the Front Office Manager as needed, with a focus on guest satisfaction and operational efficiency.

Qualifications

• Interview, select, train, schedule, coach and support associates in line with brand standards.
• Education: Associate or Bachelor's degree preferred.
• Experience: 1 to 3 years in front desk or related hospitality role.

Responsibilities

• Supervise front desk operations following brand standards and HHM values.
• Resolve guest complaints by researching issues and implementing solutions.
• Monitor guest satisfaction and drive improvements.
• Engage guests in lobby activities to foster repeat stays.
• Oversee front desk in manager's absence and perform audits.
• Make reservations and balance accounts; handle payments and refunds.
• Promote HHM marketing programs and ensure cleanliness of public areas.

Skills

Staff selection

New hire training

Scheduling

Coaching

Guest service

Education

Associate or Bachelor’s degree preferred

Job description

HHM Hotels seeks a Front Desk Supervisor to lead the front desk team, ensuring guest service aligns with HHM standards and sustainability goals. You’ll train, schedule, coach, and evaluate staff while handling reservations and guest interactions to ensure memorable stays.

Responsibilities include resolving complaints, balancing accounts, and supporting the Front Office Manager as needed, with a focus on guest satisfaction and operational efficiency.