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.

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 Members 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

• 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