Front Desk Supervisor

Evening Front Desk Supervisor

Danville Hotel Collection (Bee Hotel · Holbrook Hotel · Laurel Hotel)Location: One of the above hotels in Danville, VAReports to: Guest Services ManagerStatus: Full-Time

Position Summary

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.

Key ResponsibilitiesGuest Experience & Service Standards

• 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

Front Desk Operations

• 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

Team Leadership & Scheduling Support

• 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; escalate 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

Training & Development

• 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

Systems & PMS Support

• 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

Communication & Collaboration

• 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

Qualifications

• 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