Front Desk Supervisor

HHM Hotels is a reputable hospitality company known for its commitment to excellence and guest satisfaction across its portfolio of properties. The company prides itself on fostering a culture that values people, service, excellence, agility, and accountability, as highlighted by their core beliefs: People Are Our Capability, Hearts That Serve, Only Excellence, Stay Nimble, and Own It. With a strong operational presence, HHM Hotels continuously invests in sustainable practices and innovative guest service programs like the EarthView program, aimed at promoting environmental stewardship within their hotels.

This opening for the Front Desk Supervisor role is an exciting opportunity to join HHM Hotels in a pivotal position that blends guest service leadership with operational excellence. The Front Desk Supervisor will oversee front desk operations to ensure efficient service delivery that aligns with established guest service, quality, and sustainability standards. This role carries the possibility of growth within the organization, with potential career progression through Assistant Front Office Manager, Front Office Manager, and ultimately towards an Assistant General Manager position, making it ideal for candidates looking to build a long-term hospitality career.

The successful candidate will be responsible for managing and supporting front desk associates by interviewing, selecting, training, and scheduling staff to maintain adherence to HHM core values and brand standards. Resolving guest complaints with effective and empathetic solutions is critical, as is maintaining awareness of guest satisfaction scores and collaborating with the team to enhance guest experiences. The ability to engage guests individually through activities like lobby ambassador programs will help foster relationships that encourage repeat stays.

Operational responsibilities of the Front Desk Supervisor include stepping in to manage front office tasks in the absence of senior managers, performing critical bookkeeping functions such as balancing accounts and conducting audits, and handling reservations and marketing initiatives specific to the hotel brand. Interactions with guests from arrival to departure encompass greeting, registering, room assignment, welcome amenities distribution, bill computation, payment collection, and check-out procedures, including the ability to negotiate compromises to resolve dissatisfaction while protecting revenue interests.

The role also demands attention to maintaining high standards of cleanliness and appearance in hotel public areas and a commitment to sustainability practices aligned with HHM Hotels' EarthView program. Implementing safety protocols and following OSHA and MSDS regulations are essential for workplace safety, particularly given the physical aspects of the job such as standing for extended periods and occasional lifting.

HHM Hotels seeks candidates with an Associate's or Bachelor’s degree and 1 to 3 years of relevant experience in hospitality or front desk roles. The position requires flexibility to work varied shifts, including weekends and holidays, and the physical ability to perform duties involving mobility and manual tasks. Joining HHM Hotels as a Front Desk Supervisor means playing a crucial role in defining guest experiences and contributing to the operational success of the property while advancing your career in a respected hotel management company.