Front Desk Supervisor

Donohoe Hospitality Services Careers•Charlottesville, VA

About The Position

Working at The Draftsman, Charlottesville, University, Autograph Collection Hotel offers a unique and enriching experience. Perfectly situated on West Main Street, just steps away from the University of Virginia and the UVA Medical Center, this pet-friendly, upscale boutique hotel features 150 well-appointed guestrooms, over 2,300 sq. ft of meeting space, and a rooftop fitness center. The hotel embodies the evocative spirit of Virginia’s original voices and visions of three Presidents—Madison, Monroe, and most notably, the profound ingenuity of Thomas Jefferson. These historical references are presented in engaging ways, connecting the past, present, and future of this storied, historic region. Employees have the opportunity to work in a dynamic environment that celebrates history while providing modern amenities and services, making it an inspiring place to build a career. FRONT DESK SUPERVISOR Position Summary Responsible for overseeing all Front Desk operations and ensuring smooth, efficient service delivery across all shifts, including morning (AM), evening (PM), and overnight audit periods. This role provides leadership to the front desk team, manages staffing and scheduling, handles guest inquiries and escalated concerns, and upholds high standards of customer service. The supervisor also performs and oversees nightly audit procedures, ensuring accurate financial reporting, proper reconciliation of daily transactions, and compliance with hotel accounting standards.

Requirements

2 years of previous hotel front desk experience required
2 - 3 years supervisory experience required
Ability to stand for a long period of time.
Ability to work in a fast-paced environment.
Ability to maintain control and composure in difficult situations and exhibit good judgment.
Good communication and interpersonal skills.

Responsibilities

Lead, support, and mentor front desk associates across all shifts to maintain consistent service quality.
Resolve guest concerns, special requests, and escalated issues with professionalism and efficiency.
Ensure smooth checkâin, checkâout, and reservation processes.
Maintain a welcoming lobby environment and uphold brand service standards.
Monitor room availability, rate adjustments, and reservation accuracy.
Create, manage, and adjust staff schedules to ensure adequate coverage for AM, PM, and overnight shifts.
Train new team members and provide ongoing coaching to improve performance and service delivery.
Conduct shift briefings and communicate updates, policies, and operational priorities.
Assist with performance evaluations and support corrective action when necessary.
Perform nightly audit procedures, including balancing and reconciling daily financial transactions.
Verify and post room charges, payments, adjustments, and revenue reports.
Prepare and distribute daily audit reports to management.
Ensure compliance with accounting policies, internal controls, and audit standards.
Address discrepancies promptly and accurately, escalating issues when needed.
Oversee overnight operations, ensuring guest safety, security, and service continuity.
Maintain accurate records, logs, and documentation for shift activities and guest interactions.
Coordinate with housekeeping, maintenance, and management to support daily operations.
Monitor inventory of front desk supplies and request replenishment as needed.
Ensure adherence to hotel policies, emergency procedures, and safety protocols.