Front Desk Supervisor

Opportunity:  Front Desk Supervisor

Supervise front desk operations in accordance with established guest service, quality and sustainability standards.

Your Growth Path

Assistant Front Office Manager – Front Office Manager – Assistant General Manager

Your Focus

• Train, schedule, coach, and support guest service agents to ensure high performance aligned with hotel and brand standards.
• Lead daily operations of the front desk, including organizing workspace, maintaining supply inventory, and updating internal communication tools like the daily packet and office board.
• Serve as a role model for guest service by building personal connections, resolving concerns proactively, and driving satisfaction scores through consistent, high-quality service.
• Handle guest check-ins and check-outs, assign rooms, distribute welcome materials, and ensure accurate billing and payment processing.
• Monitor and respond to guest feedback across platforms including Expedia and direct surveys; respond to positive reviews and initiate service recovery when needed.
• Address guest complaints with professionalism, conduct thorough follow-up, and authorize revenue allowances when appropriate to ensure satisfaction.
• Conduct daily standups, assign and follow through on team tasks, and provide ongoing coaching and mentorship—especially to newer associates.
• Balance and audit accounts, review upcoming night reports, and communicate overbookings or special attention days to management.
• Monitor and review HSE and RVS accounts weekly, track outreach efforts, and report progress to the Front Office Manager.
• Serve as acting manager when the Front Office Manager or Assistant General Manager is unavailable, ensuring operational consistency and service continuity.
• Promote the hotel and brand-specific programs, packages, and amenities to enhance the guest experience and drive revenue.
• Support sustainability initiatives by following HHM’s EarthView guidelines and maintaining clean, welcoming public areas.
• Follow all safety procedures and workplace standards including OSHA and MSDS protocols.
• Maintain professionalism in all internal and external communication, working collaboratively with housekeeping, maintenance, and shuttle teams.
• Take ownership of unresolved tasks by passing along action items at shift changes and updating leadership on pending issues.
• Perform other duties as assigned by management to ensure the smooth operation of the front desk and overall guest experience.

 Your Background and Skills

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years of related experience.

Work Environment and Context 

• Work schedule varies and may include working on all shifts, holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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