Guest Experience Leader — Front Desk Supervisor

CMC Hotels; Wilmington (DE); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Paid Vacation

Holiday Pay

Monthly and Quarterly Incentives

401(k) with company match

Health Insurance (BCBS)

Dental and Vision Coverage

Life Insurance

Disability Insurance

Employee Hotel Discounts

Paid Training and Development

Career Development and Advancement

Job summary

CMC Hotels is seeking a Front Desk Supervisor in Wilmington, DE to lead a hands-on Front Office team, ensure exceptional guest experiences, and uphold brand standards across daily operations. The role requires coordinating shifts, training staff, and maintaining strong communication between departments.

The ideal candidate will have at least one year of Front Desk or Front Office experience, demonstrate leadership capabilities, and be capable of managing guest concerns with professionalism.

Qualifications

• Strong guest service, communication, and problem-solving skills.

Responsibilities

• Lead by example by providing friendly, professional, and efficient service to every guest.
• Work scheduled Front Desk shifts and assist with daily Front Office coverage.
• Provide efficient and accurate guest check-in and check-out service.
• Supervise daily Front Office operations and ensure associates follow established CMC Hotels and brand standards.
• Assist with training, coaching, and developing Front Desk associates to promote strong performance and exceptional guest service.
• Communicate effectively with incoming and outgoing shifts regarding hotel activity, guest concerns, special requests, and operational priorities.
• Maintain knowledge of the hotel, amenities, local area, in-house groups, events, promotions, and services.
• Respond to guest questions, requests, and concerns promptly and professionally, escalating matters to Hotel Management when appropriate.
• Assist in driving guest satisfaction scores and achieving established brand service goals.
• Assist with Front Desk scheduling while supporting established labor budgets and minimizing unnecessary overtime.
• Ensure Front Office associates maintain proper uniform, grooming, and name-tag standards in accordance with CMC Hotels policies.
• Support and reinforce Front Office policies and procedures, including cash handling, guest privacy, key control, and property security.
• Be familiar with all Front Office shifts and procedures, including Night Audit operations.
• Ensure required daily brand standards, checklists, reports, and Front Office procedures are completed accurately and timely.
• Help maintain the safety and security of hotel guests, associates, and property assets.
• Promote teamwork and positive communication between the Front Office and Housekeeping, Maintenance, Sales, and other hotel departments.
• Perform additional duties as assigned by Hotel Management to support the successful operation of the hotel.

Skills

Guest service

Communication

Problem solving

Leadership

Job description

CMC Hotels is seeking a Front Desk Supervisor in Wilmington, DE to lead a hands-on Front Office team, ensure exceptional guest experiences, and uphold brand standards across daily operations. The role requires coordinating shifts, training staff, and maintaining strong communication between departments.

The ideal candidate will have at least one year of Front Desk or Front Office experience, demonstrate leadership capabilities, and be capable of managing guest concerns with professionalism.