Front Desk Supervisor

The Hilton Richmond Hotel & Spa/Short Pump is seeking a hospitality professional to join our team as a Front Desk Supervisor. This is a great opportunity for a guest service champion looking to build a career with a growing hospitality company.

The Hilton Short Pump is a flagship property of Shamin Hotels Central Virginias largest hotel management company. We own and operate more than 78 full- and select-service hotels under the Hilton Hyatt Marriott InterContinental and Choice flags.

We offer a competitive salary and benefits package that includes medical vision dental life insurance short- and long-term disability and a 401k plan. We also offer paid time off a world class hotel discount program and a fun friendly place to work. We work hard but have fun doing it and are proud of our commitment to excellence and outstanding guest service.

Job Summary:

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk ensuring exceptional guest service and assisting in the training and development of front desk associates. This role requires strong leadership problem-solving skills and the ability to handle guest concerns efficiently while maintaining a welcoming and professional environment.

Key Responsibilities:

• Supervise front desk staff ensuring smooth operations and adherence to Hilton and Shamin Hotels policies and procedures.
• Provide excellent customer service by addressing guest inquiries concerns and special requests promptly and professionally.
• Assist with the check-in and check-out process ensuring accuracy and efficiency.
• Train and mentor front desk associates to uphold high service standards.
• Monitor room availability reservations and rates to maximize occupancy and revenue.
• Handle guest complaints and resolve issues to ensure guest satisfaction.
• Oversee cash handling procedures billing and financial transactions at the front desk.
• Coordinate with housekeeping maintenance and other departments to ensure seamless guest experiences.
• Enforce safety and security procedures to protect guests and staff.
• Assist in scheduling and managing front desk team members shifts.
• Ensure compliance with Hilton and Shamin Hotels brand standards and operational policies.

Shamin Hotels is proud to be an equal opportunity employer and welcomes applicants from all backgrounds. We maintain a drug free work environment and require all applicants to agree to a pre-employment background check.

We thank all applicants for their interest but only those selected for an interview will be contacted.

Qualifications & Skills:

This role requires a commitment to hospitality and guest service a friendly demeanor strong leadership and problem-solving skills and the ability to handle guest concerns efficiently.

• Must have at least one- to two-years experience working at a hotel front desk and experience at a Hilton property is highly desirable.

• High school diploma or equivalent is required and a two- or four-year degree in hospitality or business is preferred.

• Must have an interest in hospitality and take pride in providing excellent guest service.

• Should have a friendly personality and strong communication and problem-solving skills.

• Proficiency in Microsoft Office Suite and internet-based applications is required and experience with hotel property management systems such as PEP is ideal.

• Ability to work flexible hours including nights weekends and holidays.

• Leadership and team-building skills with a focus on employee development.

• Ability to multitask and handle stressful situations professionally.

• Must be able to stand for long periods of time.