Front Desk Supervisor

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. The ideal candidate leads by example, demonstrates strong attention to detail, and is committed to the gracious service and professionalism that define The Jefferson experience.

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, youll be part of a dedicated team that takes pride in providing gracious, personalized service to every guest. As a Front Desk Supervisor, youll 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.