Guest Experience Lead – Front Desk Supervisor

HHM Hospitality; Sunnyvale (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

HHM Hotels in Sunnyvale, CA seeks a Front Desk Supervisor to supervise front desk operations and ensure guest service, quality, and sustainability standards are met.

You will interview, train, schedule, coach, and support associates; resolve guest issues; balance accounts; and assist in creating repeat guest experiences while promoting HHM brand programs. This role requires 1–3 years of related experience and an associate or bachelor’s degree preferred, with flexible shifts.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Resolve guest complaints by conducting thorough research and determining the most effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping activities such as balancing accounts and conducting audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests immediately upon arrival; register and assign guests to hotel rooms.
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
• Compute bills, collect payments, handle cash, and make change for guests.
• Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Ensure hotel entrance, reception and other public areas are properly maintained in regards to cleanliness and appearance.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Skills

Staff scheduling

Guest service

Conflict resolution

Front desk operations

Cash handling

Reservations

Coaching

Marketing programs

Education

Associate or Bachelor degree

Job description

HHM Hotels in Sunnyvale, CA seeks a Front Desk Supervisor to supervise front desk operations and ensure guest service, quality, and sustainability standards are met.

You will interview, train, schedule, coach, and support associates; resolve guest issues; balance accounts; and assist in creating repeat guest experiences while promoting HHM brand programs. This role requires 1–3 years of related experience and an associate or bachelor’s degree preferred, with flexible shifts.