Guest Experience Lead – Front Office, Flexible Hours

Wequassett; Storrs (CT); On-site; USD 25,000 - 36,000; Full time

Job summary

Graduate by Hilton Storrs is seeking a Front Office Supervisor to lead guest services at our University of Connecticut campus hotel. You will mentor team members, ensure memorable guest experiences, and maintain smooth front desk operations across shifts.

Responsibilities include greeting guests, verifying IDs, processing payments, issuing keys, coordinating information, and collaborating with Maintenance and Housekeeping to elevate the guest journey. Prior leadership in hospitality is preferred.

Qualifications

• 3+ years direct customer service experience, hotel/lodging environment highly preferred.
• Demonstrates natural leadership qualities with a positive, team-focused attitude; prior leadership experience in a plus.
• Strong communication, organizational, and problem-solving skills required.
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

Responsibilities

• Greet and welcome all guests in a professional and hospitable manner.
• Warmly communicate property and area information for guests to have a successful stay.
• Verify guests' identification at check-in and for key requests.
• Verify payment method at check-in and check-out; complete authorization and final processing.
• Build welcome packets and issue keys; provide telephone services for guests and vendors.
• Be informed of on-site events and parking options; assist with luggage when needed.
• Monitor guest accounts and post charges as they occur; review reports daily.
• Supervise shift processes to ensure productivity and guest satisfaction.

Skills

Customer service

Leadership

Communication

Problem solving

Team training

Tools

Property Management System

Job description

Graduate by Hilton Storrs is seeking a Front Office Supervisor to lead guest services at our University of Connecticut campus hotel. You will mentor team members, ensure memorable guest experiences, and maintain smooth front desk operations across shifts.

Responsibilities include greeting guests, verifying IDs, processing payments, issuing keys, coordinating information, and collaborating with Maintenance and Housekeeping to elevate the guest journey. Prior leadership in hospitality is preferred.