Front Desk Supervisor I Sheraton Oceanfront Virginia Beach

Job Title: Front Desk Supervisor

Company: Shamin Hotels

Department: Operations

Reports To: Front Office Manager

Pay Structure: Hourly, Paid Bi-weekly

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 company 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 hotel brand standards and operational policies.

Qualifications & Skills:

High school diploma or equivalent required; hospitality or business-related degree preferred.

Previous experience in a hotel front desk role, preferably in a supervisory capacity.

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

Proficiency in hotel management software and Microsoft Office Suite.

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.
 

Physical Requirements

This position requires prolonged periods of standing and walking throughout the shift while overseeing front desk operations and assisting guests.

The role requires the ability to sit, stand, and move between work areas for extended periods of time.

The individual must be able to frequently use hands and arms for typing, operating computers, phones, and other office equipment.

The position requires the ability to occasionally lift, carry, push, and pull items weighing up to 20–25 pounds, including office supplies, packages, and guest items.

Frequent bending, reaching, and light stretching may be required to access supplies and assist with front desk operations.

The individual must be able to communicate clearly and effectively in person and over the phone in a fast-paced environment.

The role requires the ability to maintain focus, multitask, and respond quickly to guest and operational needs.

The position may require working long hours, including evenings, weekends, and holidays, based on business needs.

Work Environment:

Standing for extended periods.

Interacting with guests, team members, and hotel management in a fast-paced environment.

May require lifting luggage or other items up to 25 lbs.

Our Culture is TOP!

Team Up: Be Golden, Collaborate and Help Others Succeed.

Own It: Be a role model, Embrace Responsibility and Keep Learning.

Passionately Serve: Be Positive, Care Deeply and Create Memories.

Salary : $17 - $18