Opportunity: Front DeskSupervisor

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 supportguest service agentsto 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