Guest Experience Supervisor — Front Desk Lead

Plazahotelelpaso; Washington (District of Columbia); On-site; USD 42,000 - 62,000; Full time

Job summary

Plazahotelelpaso is seeking a Guest Service Supervisor to lead front desk staff and ensure brand and sustainability standards are met. The role involves training, scheduling, and coaching associates while driving guest satisfaction and safe, compliant operations.

The ideal candidate has front desk experience and prior supervisory responsibilities, with a focus on delivering exceptional service and managing daily front office activities.

Qualifications

• High School diploma or equivalent preferred.
• 2 years previous front desk experience required.
• Previous supervisory responsibility preferred.

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.
• Supervise front office associates to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Be aware of and communicate guest service scores to drive improvement and higher guest satisfaction.
• Review trip advisor reports and respond to guest issues and concerns.
• Adhere to corporate or departmental policies, procedures, and service standards in conjunction with management.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Develop work schedules according to budgets and workloads.
• Monitor inventory levels and requisition or purchase supplies as needed.
• 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.
• Cross-train in all areas at the front office to assist guests.
• Perform other duties as requested by management.

Skills

Front desk experience

Supervisory experience

Training staff

Customer service

Education

High School diploma or equivalent

Job description

Plazahotelelpaso is seeking a Guest Service Supervisor to lead front desk staff and ensure brand and sustainability standards are met. The role involves training, scheduling, and coaching associates while driving guest satisfaction and safe, compliant operations.

The ideal candidate has front desk experience and prior supervisory responsibilities, with a focus on delivering exceptional service and managing daily front office activities.