Front Desk Supervisor - TownePlace Suites WIlmington Wrightsville

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Lead with Hospitality. Inspire Your Team. Elevate Every Guest Experience.

CMC Hotels is a North Carolina-based hotel management company with more than 35 years of success developing, acquiring, repositioning, and managing award-winning Marriott, Hilton and Hyatt hotels. We believe in Growing People because our associates are the heart of everything we do. Their passion, dedication, and commitment are what allow our hotels to consistently exceed both financial goals and guest expectations.

We are looking for an energetic, dependable, and guest-focused Front Desk Supervisor to join our team. This is a hands-on leadership position for someone who enjoys working directly with guests while helping develop and support a successful Front Office team.

We offer a comprehensive benefits package for eligible associates, including:

• Paid Vacation
• Holiday Pay
• Monthly and Quarterly Incentives
• Access to a fully vested 401(k) program with company match
• BCBS Health Insurance
• Dental and Vision Coverage
• Life Insurance
• Short-Term and Long-Term Disability
• Employee Hotel Discounts
• Paid Training and Development
• Career Development and Advancement Opportunities

The Front Desk Supervisor is responsible for supporting the daily operations of the Front Office while providing leadership, training, and guidance to the Front Desk team. This position will work scheduled Front Desk shifts and assist Hotel Management in ensuring CMC Hotels and brand standards are consistently followed.

The Front Office Supervisor plays an important role in creating a welcoming guest experience, resolving guest concerns, supporting team development, and ensuring efficient Front Office operations.

Key Responsibilities

Responsibilities include, but are not limited to:

Lead by example by providing friendly, professional, and efficient service to every guest.

Work scheduled Front Desk shifts and assist with daily Front Office coverage based on business needs.

Provide efficient and accurate guest check-in and check-out service.

Supervise daily Front Office operations and ensure associates follow established CMC Hotels and brand standards.

Assist with training, coaching, and developing Front Desk associates to promote strong performance and exceptional guest service.

Communicate effectively with incoming and outgoing shifts regarding hotel activity, guest concerns, special requests, and operational priorities.

Maintain knowledge of the hotel, amenities, local area, in-house groups, events, promotions, and services.

Respond to guest questions, requests, and concerns promptly and professionally, escalating matters to Hotel Management when appropriate.

Assist in driving guest satisfaction scores and achieving established brand service goals.

Assist with Front Desk scheduling while supporting established labor budgets and minimizing unnecessary overtime.

Ensure Front Office associates maintain proper uniform, grooming, and name-tag standards in accordance with CMC Hotels policies.

Support and reinforce Front Office policies and procedures, including cash handling, guest privacy, key control, and property security.

Be familiar with all Front Office shifts and procedures, including Night Audit operations
.

Ensure required daily brand standards, checklists, reports, and Front Office procedures are completed accurately and timely.

Help maintain the safety and security of hotel guests, associates, and property assets.

Promote teamwork and positive communication between the Front Office and Housekeeping, Maintenance, Sales, and other hotel departments.

Perform additional duties as assigned by Hotel Management to support the successful operation of the hotel.

Minimum of one year of hotel Front Desk or Front Office experience required
; previous supervisory or leadership experience preferred.

Strong guest service, communication, and problem-solving skills.

Ability to lead, motivate, coach, and provide direction to Front Desk associates.

Must be dependable, self-motivated, organized, and able to work independently.

Strong work ethic with a desire to succeed and grow within the hospitality industry.

Ability to remain professional and composed when handling guest concerns or challenging situations.

Comfortable working with computers, hotel systems, email, and basic office applications.

Solid basic accounting and math skills with the ability to accurately handle cash and financial transactions.

Ability to prioritize multiple responsibilities in a fast-paced hotel environment.

Must have reliable transportation and successfully complete required pre-employment screening.

Open availability is required
, including the ability to work varying shifts between 7:00 a.m. and 12:00 a.m., weekends, and holidays based on hotel business needs.

Must be willing and able to assist with Night Audit coverage when operationally necessary.