Front desk supervisor

Job Details:

Job Location: The Jefferson Hotel - RICHMOND, VA

Position Type: Full Time

Salary Range: $17.00 - $18.00 Hourly

Job Shift: Any

Job Category: Front Desk

Overview

The Jefferson Hotel, a distinguished luxury property in Richmond, VA, is seeking an experienced and guest-focused Front Desk Supervisor to join our Front Office team. This hands-on leadership role supports daily Front Office operations, guides the Front Desk team, and ensures a seamless and personalized experience for every guest.

Key Requirements

• Availability: MUST be available to work any day of the week, including weekends and holidays, and any shift between 7:00 AM and 11:00 PM.
• Experience: Previous experience in a hotel Front Office or guest service role required; supervisory experience preferred.
• Leadership: Ability to guide, support, and motivate team members while maintaining high service standards.
• Communication: Strong verbal and written communication skills, with the ability to collaborate effectively across departments.
• Professionalism: Must maintain a neat, well-groomed, and polished appearance consistent with hotel standards.
• Physical Requirements: Ability to stand for the duration of a shift and perform light physical tasks as needed.

Responsibilities

Front Office Operations

• Supervise and support the day-to-day functions of the Front Office, ensuring efficient operations and consistent service delivery.
• Oversee Front Desk team members and assist with guest arrivals, departures, and daily service needs.
• Perform front desk duties, including check-in/check-out, guest services, cash handling, and coordinating hotel or dining reservations.
• Maintain accurate records, reports, and shift documentation in accordance with hotel procedures.

Guest Service & Satisfaction

• Welcome and assist guests with warmth, professionalism, and efficiency.
• Anticipate guest needs and take initiative to enhance the overall guest experience.
• Address guest concerns and complaints with discretion, empathy, and sound judgment, working toward timely and satisfactory resolutions.
• Communicate important guest information, including VIP arrivals, amenities, room needs, and special requests, to the appropriate departments.

Team Leadership & Communication

• Assist with training, coaching, and developing Front Desk team members.
• Lead by example, promoting teamwork, accountability, and adherence to hotel service standards.
• Maintain clear communication with Front Office leadership and other departments to support seamless hotel operations.

Qualifications

• Strong organizational, problem-solving, and multitasking skills.
• Ability to remain calm, professional, and effective in a fast-paced environment.
• Proficiency with computer systems and hotel operating systems; Infor POS experience preferred.
• Ability to handle guest information and concerns with discretion.
• Dependable, flexible, and willing to support the team as operational needs arise.

Traits of a Successful Candidate

• Genuinely enjoys creating memorable and personalized guest experiences.
• Leads by example with professionalism, poise, and a positive attitude.
• Calm, composed, and solution-oriented when addressing challenges.
• Detail-oriented and organized, with a focus on accuracy and presentation.
• Communicates effectively and collaborates well with others.
• Takes initiative and supports the team wherever needed.

Why Work Here

At The Jefferson Hotel, you’ll be part of a dedicated team that takes pride in providing gracious, personalized service to every guest. As a Front Desk Supervisor, you’ll play an important role in supporting the Front Office team and maintaining the exceptional experience for which the hotel is known. Team members enjoy a supportive and professional work environment, opportunities for growth and development, and a culture centered on respect, teamwork, and service excellence. Employee meals, parking, and uniforms are provided.