Guest Experience Supervisor — Front Desk Leader

Plazahotelelpaso; Philadelphia (Philadelphia County); On-site; USD 38,000 - 48,000; Full time

Job summary

HHM Hotels is seeking a Front Desk Supervisor to oversee daily front desk operations, guest check-in/out, and service quality. You will train and coach associates, resolve guest issues, and maintain brand standards across shifts.

This role emphasizes smiling, proactive service, and collaboration with the lobby team. You will manage reservations, balance accounts, and support sustainability initiatives while ensuring a welcoming atmosphere for all guests.

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 standards.
• Resolve guest complaints and concerns by researching the situation and determining effective solutions.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador activities to interact with guests and foster repeat stays.
• Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
• Perform bookkeeping such as balancing accounts and audits.
• Make and confirm reservations.
• Promote company and brand-specific marketing programs.
• Greet guests upon arrival; register and assign rooms.
• Compute bills, collect payments, handle cash, and make change.
• Close out guest accounts at checkout and negotiate revenue allowances if dissatisfied.
• Create action plans to remedy service deficiencies.
• Ensure front entrance and public areas are clean and well-maintained.
• Follow sustainability guidelines and OSHA standards.
• Perform other duties as requested by management.

Skills

Experience

Education

Associate’s or Bachelor’s degree

Job description

HHM Hotels is seeking a Front Desk Supervisor to oversee daily front desk operations, guest check-in/out, and service quality. You will train and coach associates, resolve guest issues, and maintain brand standards across shifts.

This role emphasizes smiling, proactive service, and collaboration with the lobby team. You will manage reservations, balance accounts, and support sustainability initiatives while ensuring a welcoming atmosphere for all guests.