Guest Experience Lead, Front Desk Supervisor

Four Points by Sheraton Richmond; Richmond (VA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid Time Off

401(k) plan with company match

Hotel discounts

Paid holidays

Early access to earned wages

Job summary

SMI Hotel Group in Richmond, VA is seeking an experienced Front Desk Supervisor to support the Front Office Manager in leading the front desk team and delivering exceptional guest service. The ideal candidate will be a hands-on leader who thrives in a fast-paced, guest-focused environment.

Responsibilities include guiding staff, ensuring policy adherence, managing check-in/out efficiently, resolving guest concerns, and coaching front desk associates to maintain high standards.

Qualifications

• Previous experience as a Hotel Front Desk Supervisor or similar leadership role.
• Hotel front desk experience required.
• Experience with Galaxy Lightspeed or Opera systems preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Assist the Front Office Manager in leading the front desk team and maintaining high standards of guest service and operational performance.
• Help ensure staff are informed of and follow hotel policies, procedures, and service standards.
• Welcome guests and efficiently handle check-in and check-out procedures in a friendly and professional manner.
• Accommodate guest requests and resolve guest concerns promptly and effectively to ensure a positive guest experience.
• Support the Front Office Manager with coaching, training, and day-to-day supervision of front desk associates.
• Accurately process cash, credit card, and other financial transactions in accordance with established policies and procedures.
• Audit, balance, and report on cash and credit transactions, including checks, deposits, house charges, postings, and other hotel transactions.
• Assist with maintaining accurate guest accounts, reservations, and front desk records.

Skills

Customer service

Leadership

Communication

Organizational skills

Problem-solving

Tools

Galaxy Lightspeed

Opera

Job description

SMI Hotel Group in Richmond, VA is seeking an experienced Front Desk Supervisor to support the Front Office Manager in leading the front desk team and delivering exceptional guest service. The ideal candidate will be a hands-on leader who thrives in a fast-paced, guest-focused environment.

Responsibilities include guiding staff, ensuring policy adherence, managing check-in/out efficiently, resolving guest concerns, and coaching front desk associates to maintain high standards.