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