Guest Experience Leader, Front Desk & Operations

Excel Hotel Group; Hampton (VA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Dental insurance

Job summary

Excel Hotel Group is seeking a Front Desk Supervisor to oversee the hotel’s front desk operations in Hampton, VA. You will guide and motivate frontline team members to deliver exceptional guest service and help achieve property goals.

Key duties include greeting guests, scheduling and directing work, coaching staff, conducting annual reviews, and training new hires on standards. You’ll also coordinate with other departments to maintain accurate room status and resolve guest concerns promptly.

Qualifications

• 1-2 years customer service experience.
• Ability to stand for 8 hours
• Basic knowledge of computers and software including ability to use e-mail, word processing, spreadsheet software and hotel management system.

Responsibilities

• Welcomes guests in a friendly, prompt and professional manner.
• Schedules, coordinates, directs and delegates work to Front Desk department associates.
• Manages the performance of Front Desk agents, coaching and counseling as deemed to be appropriate and conducts annual performance reviews.
• Trains new employees on compliance with company, hotel, and brand standards.
• Makes recommendations for disciplinary action of employees as appropriate.
• Maintains good working relationships and communications with all departments.
• Verifies accurate room status information is maintained and properly communicated according to the procedures established.
• Resolves guest complaints quickly, efficiently and courteously.
• Updates, maintains, monitors and prepares group information and requirements, including relaying the appropriate information to relevant departments.

Tools

Hotel management system

Job description

Excel Hotel Group is seeking a Front Desk Supervisor to oversee the hotel’s front desk operations in Hampton, VA. You will guide and motivate frontline team members to deliver exceptional guest service and help achieve property goals.

Key duties include greeting guests, scheduling and directing work, coaching staff, conducting annual reviews, and training new hires on standards. You’ll also coordinate with other departments to maintain accurate room status and resolve guest concerns promptly.