Front Desk Supervisor

Front Desk Supervisor: 3–11 PM

Danville Hotel Collection | Danville, Virginia

The Danville Hotel Collection is seeking a dependable, guest-focused Front Desk Supervisor to join our team. This is a full-time, hands-on position that primarily works the 3:00 PM–11:00 PM shift while also providing additional support and leadership to the front desk team at The Laurel Hotel, DHC's newest property! 

The ideal candidate is someone who delivers excellent guest service, communicates well, takes ownership of their responsibilities, and is comfortable serving as a resource for other Front Desk Agents.

Primary Responsibilities

• Work full-time front desk shifts, delivering professional, welcoming, and consistent guest service.

• Perform all standard front desk duties, including guest check-in and check-out, reservations support, guest assistance, payment processing, and maintaining accurate information in the property management system.

• Ensure front desk responsibilities and shift duties are completed fully and according to brand and operational standards.

• Assist the Guest Services Manager with onboarding and training new Front Desk Agents on procedures, systems, service standards, and daily responsibilities.

• Serve as a resource for Front Desk Agents by answering questions, assisting with problem-solving, and providing guidance during shifts.

• Assist with front desk staffing needs, including call-outs, coverage needs, and schedule adjustments, while communicating concerns to management.

• Complete monthly front desk inventory and the order guide and submit them by the 5th of each month.

• Coordinate with shuttle drivers to ensure adherence to the established shuttle schedule during shifts. 

• Help troubleshoot shuttle-related concerns as needed and communicate issues or recurring concerns to management.

• Assist with guest concerns and service recovery and escalate significant issues to management when appropriate.

• Maintain clear communication between shifts and ensure important guest, staffing, or operational information is properly documented and communicated.

• Support the Guest Services Manager and hotel leadership with additional front desk and operational needs as assigned.

Qualifications

• Previous hotel, hospitality, or customer service experience preferred.

• Previous leadership or supervisory experience is a plus.

• Strong communication and problem-solving skills.

• Dependable, organized, and able to work independently.

• Comfortable providing direction and feedback to team members.

• Ability to remain professional and composed in a fast-paced guest service environment.

• Experience with Mews or another hotel property management system is preferred but not required.

• Must be available to work evenings, weekends, and holidays.

Schedule

Full-Time | Primarily 3:00 PM–11:00 PM, weekends included. 

This is a working supervisory position. The Front Desk Supervisor will spend the majority of their scheduled hours actively working the front desk while also helping provide consistency, accountability, training, and support for the front desk team.