FRONT DESK SUPERVISOR-HAMPTON INN-COLCHESTER

Front Office Supervisor
Department: Front Office
Reports To: Director of Front Office / Front Office Manager
Status: Full-Time | Hourly

Join Our Team – Where Service is a “Yes” Culture

We are looking for a dynamic and service-driven Front Office Supervisor to lead our front desk operations and deliver exceptional guest experiences. This role is perfect for someone who thrives in a fast-paced environment, enjoys leading teams, and takes pride in creating seamless arrivals and departures while maintaining strong operational and financial accuracy.

As a key leader in the Front Office, you will serve as Manager on Duty (MOD) during assigned shifts, ensuring service excellence, operational efficiency, and a culture rooted in hospitality.

What You’ll Do

Lead Front Office Operations

• Oversee daily front desk operations, ensuring accuracy in all financial transactions
• Reconcile and verify revenue, payments, taxes, and adjustments
• Review and balance daily reports across rooms, F&B, and other outlets
• Investigate and resolve discrepancies with attention to detail
• Support smooth transitions between operational days

Drive Guest Experience Excellence

• Deliver a seamless check-in and check-out experience aligned with brand standards
• Personally engage with guests to ensure satisfaction and resolve concerns promptly
• Recognize and honor Member's benefits, ensuring all benefits are delivered
• Maintain a strong presence in the lobby to support service and team performance

Supervise & Develop the Team

• Lead, coach, and support front desk associates and night audit team
• Ensure professionalism, accountability, and service consistency
• Act as a role model for guest engagement and problem resolution

Ensure Brand Compliance & Performance

• Uphold brand standards including response times, guest engagement, and loyalty recognition
• Monitor mobile check-in/check-out, guest cases, and service metrics
• Ensure all interactions reflect our commitment to personalized, anticipatory service

Act as Manager on Duty

• Oversee hotel operations during assigned shifts
• Respond to guest issues, emergencies, and operational needs
• Ensure safety, security, and service continuity at all times

What We’re Looking For

• Previous Front Office or hotel operations experience (supervisory experience preferred)
• Strong leadership, communication, and problem-solving skills
• Detail-oriented with a solid understanding of hotel financial processes
• Passion for guest service and creating memorable experiences
• Ability to work flexible schedules including evenings, weekends, and holidays