Front Desk Supervisor

Evening Front Desk Supervisor

Danville Hotel Collection (Bee Hotel
· Holbrook Hotel
· Laurel Hotel) –

Location:

One of the above hotels in Danville, VA –

Reports to:

Guest Services Manager – Status:
Full-Time

The Evening Front Desk Supervisor supports the daily operation of the front desk and guest-facing functions at one hotel within the Danville Hotel Collection. This role helps ensure excellent guest experiences, smooth daily operations, and consistent service standards while providing hands‑on leadership to front desk team members.

The Front Desk Supervisor serves as a working leader on shift—covering front desk shifts, primarily in the 3pm-11pm role, while supporting the team, assisting with problem‑solving, training, and guest recovery, and helping uphold brand standards and operational expectations. This role is ideal for a hospitality professional interested in remaining closely involved in day‑to‑day operations.

• Model exceptional guest service and professionalism at all times
• Ensure consistent delivery of hotel standards and service expectations
• Assist with handling guest concerns, service recovery, and escalations as needed
• Support leadership in monitoring guest feedback and identifying improvement opportunities
• Help ensure VIPs, repeat guests, and special reservations are properly noted and executed
• Participate in property walks and room inspections as assigned, communicating issues to leadership and appropriate departments

• Supervise daily front desk operations including arrivals, departures, billing, and guest requests
• Ensure accuracy in reservations, room assignments, rate codes, and payment methods
• Assist with maintaining proper handling of deposits, refunds, and folios
• Support audit readiness and communication with night audit as needed
• Ensure compliance with SOPs, brand standards, and internal controls
• Cover desk shifts during the 3pm-11pm timeframe and other shifts if needed
• Complete monthly inventory and create online order sheet

• Provide day‑to‑day supervision and support for front desk team members
• Assist with onboarding and training new hires
• Help reinforce schedules and ensure proper shift coverage
• Monitor attendance, punctuality, and professionalism; elevate concerns to management
• Provide coaching, feedback, and on‑the‑spot guidance to support performance
• Support a positive, accountable, guest‑focused team culture
• Assist with cross‑training efforts across departments or properties as assigned

• Support onboarding and ongoing training for guest services staff
• Assist in maintaining training materials, SOPs, and reference guides
• Reinforce training on:
  • PMS and related systems
  • Reservation and billing procedures
  • Rate plans and packages
  • Guest communication standards
  • Service recovery and escalation steps
  • Safety, security, and emergency procedures
• Help identify high‑potential team members and relay development opportunities to leadership

• Support accurate daily use of the PMS and related systems
• Assist with:
  • Maintaining guest profiles and reservation accuracy
  • Verifying rate and room setup as directed
  • User access requests or changes (as approved by leadership)
• Help ensure team compliance with system workflows and documentation
• Assist in troubleshooting basic system issues and escalating when needed

• Act as a key communication link between front desk, housekeeping, maintenance, and leadership
• Share daily updates related to staffing, guest issues, and priorities
• Support coordination with Sales and Revenue teams for group blocks and special reservations
• Assist with on‑property events, VIP arrivals, and activations
• Maintain clear, professional internal communication standards

• Minimum 1 year of hotel front desk or supervisory experience required
• Prior experience leading shifts or mentoring team members preferred
• Working knowledge of hotel PMS systems
• Strong communication, organization, and problem‑solving skills
• High attention to detail and reliability
• Ability to lead with professionalism, empathy, and accountability
• Flexible availability including weekends, holidays, and varied shifts
• Comfortable working in a fast‑paced, service‑focused environment

Source:
Retro Hospitality