Front Office Supervisor

Hilton Garden Inn Gastonia | 444 Cox Rd. Gastonia, NC 28054

Join Maya Hotels and Take the Next Step in Your Career!

Are you a hardworking and customer-focused leader with a passion for hospitality and operational excellence? At Maya Hotels, we are seeking a Front Office Supervisor to oversee the daily operations of the front desk, ensuring a seamless and memorable guest experience. If you thrive in a fast-paced environment and excel at team leadership, organization, problem-solving, and enjoy working with top hospitality brands this is the opportunity for you!

Why Join Maya Hotels?

Maya Hotels is a leading name in the hospitality industry, dedicated to providing exceptional guest experience. We are proud to represent multiple outstanding brands including Holiday Inn Express, Candlewood Suites, Avid Hotel, Tru, Hilton Garden Inn, Hampton Inn and Aloft. Our commitment to excellence, coupled with our friendly and welcoming atmosphere, sets us apart in the market.

Learn more about us at www.mayahotels.com.

What We Offer:

• Medical, Dental and Vision Insurance.
• 100% Employer Paid Life Insurance.
• Voluntary Life and AD&D, STD, Accident and Critical Illness Insurance.
• Retirement Savings: 401K with Employer Contribution.
• Employee Perks: Employee Referral Program, hotel discounts, and more!
• Work-Life Balance: Paid Time Off (PTO).
• Competitive salary and performance-based bonuses.
• Career growth opportunities within the Maya Hotels family.
• A supportive and friendly work environment.
• The chance to work with ten well-respected hotel brands.

Job Description:

Essential Duties and Responsibilities:

Financial Leadership:

• Monitor Perform accurate check-ins and check-outs of guests daily.
• Handle reservations over the phone and in person, ensuring accuracy and efficiency.
• Supervise the Upsell Program at the front desk, working with the Yield Management team to maximize hotel revenue.
• Maintain attention to detail and accuracy in all front office transactions.

Team Development & Leadership:

• Supervise and monitor front office staff, ensuring adherence to hotel policies and standards of excellence.
• Communicate daily activities, group and VIP arrivals, and special guest requests to the team.
• Foster strong collaboration with the Housekeeping Department to enhance guest services.
• Conduct monthly department meetings to inform staff of updates, reinforce service standards, and promote a team-oriented culture.
• Ensure all front desk staff are trained in emergency procedures and service protocols.
• Coach, train, and provide feedback to team members to support professional growth and performance improvement.
• Live and demonstrate the Maya Hotels core values in all interactions.

Guest Experience:

• Ensure Create a welcoming and professional atmosphere for all guests.
• Engage with guests, listen attentively, and provide personalized service.
• Answer guest inquiries promptly and professionally, whether in person or by phone.
• Anticipate and address guest needs, ensuring high levels of satisfaction.
• Maintain confidentiality of guest information and hotel data.
• Resolve guest complaints efficiently, taking corrective action as needed.
• Review daily reports to verify reservations and special guest requests.

Operational Excellence & Responsible Business Practices:

• Maintain a neat and always organized front desk area.
• Ensure all front desk operations are conducted professionally and in compliance with company policies.
• Maintain professional business attire, ensuring alignment with Maya Hotels Grooming Policy.
• Manage cash transactions, balance the cash drawer at the end of each shift, and ensure financial accuracy.
• Enforce hotel safety protocols and immediately report any safety concerns.
• Stay prepared for emergencies, following fire and evacuation procedures as required.
• Support sustainability efforts by participating in hotel recycling initiatives.

Education, Skills and Abilities:

• Education: High school diploma required; a degree or certification in hospitality or business management is a plus.
• Experience: 2 years of supervisory experience in front office, guest services, or hospitality management.
• Leadership & Communication: Ability to train, mentor, and manage front office staff effectively.
• Guest Relations: Strong ability to interact with guests, resolve complaints, and enhance guest experiences.
• Problem-Solving & Decision-Making: Ability to think clearly under pressure and make quick, effective decisions.
• Technical Proficiency: Familiarity with hotel property management systems (PMS) and reservation software.
• Flexibility: Willingness to work varied schedules, including nights, weekends, and holidays.

Physical Requirements:

• Ability to stand and walk for extended periods during shifts.
• Ability to lift and carry up to 25 lbs., including luggage and office supplies.
• Frequent bending, reaching, and handling front desk equipment and materials.
• Comfortable working in a high-energy, guest-facing environment.

Ready to Join the Team?

Apply today by submitting your resume detailing your relevant experience to show us why you're the perfect fit for Maya Hotels. We look forward to welcoming you to the Maya Hotels Family!

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any others job related duties assigned by their supervisor.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Qualified individuals with disabilities who require reasonable accommodation to perform the essential functions of the job should contact the Human Resources department.