Supervisor, Hotel & Restaurant Operations

Colonial Williamsburg Foundation•Williamsburg, VA

13h•Onsite

About The Position

The Front Desk Supervisor for the Inn Complex is responsible for leading front office operations across the Williamsburg Inn, Griffin Hotel, and Colonial Houses. Ensures that the appropriate operating procedures are maintained by leading, coaching and training staff. Provides efficient, courteous and professional assistance for guests in all front office related functions including registration, cashiering, giving needed information and ensuring all check lists are being followed. This role ensures seamless execution of the guest experience across three distinct products, requiring strong operational awareness, inventory management discipline, and service recovery expertise. The Front Desk Supervisor for the Inn Complex performs the day-to-day oversight and execution of front office operations across the Williamsburg Inn, Griffin Hotel, and Colonial Houses, ensuring consistent service delivery, operational accuracy, and effective coordination between departments. This is a non-exempt position, eligible for overtime in accordance with the Fair Labor Standards Act. This position may require occasional evening and weekend hours, with prior supervisor approval. This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

Requirements

Minimum of 1-2 years of front office experience in a luxury, resort, or full-service hotel environment
Prior supervisory or leadership experience in a front office or guest services role preferred
Demonstrated success in a current or most recent role, with a track record of excelling in performance and exhibiting exemplary leadership skills
Experience managing guest interactions, service recovery, and high-touch hospitality environments
Working knowledge of hotel systems such as OPERA PMS or comparable property management systems
Familiarity with guest feedback platforms such as Medallia preferred
Proven ability to manage multiple priorities in a fast-paced, dynamic environment while maintaining attention to detail
Strong written and verbal communication skills, with the ability to represent the organization professionally
Ability to work a flexible schedule, including mornings, evenings, weekends, and holidays

Nice To Haves

Experience with hospitality systems such as OPERA PMS, Medallia, and Akia
Familiarity with additional operational or enterprise systems such as Tessitura or UKG
Experience working in a multi-property or complex hospitality environment, supporting varied accommodation types and guest expectations
Background in luxury hospitality, resort operations, historic properties, or mission-driven organizations (nonprofit or cultural institutions)
Experience managing room inventory strategy, relocations, and oversell conditions in high-occupancy environments
Exposure to group business, VIP programs, or special event operations, including coordination across departments
Experience supporting or contributing to guest satisfaction initiatives, service recovery efforts, or process improvement projects
Demonstrated involvement in training, mentoring, or onboarding team members

Responsibilities

Supervises and participates in daily front desk operations, including guest check-in/check-out, room assignments, billing, and guest inquiries across all properties within the Inn Complex
Executes and monitors daily arrival strategy, including completion of arrival calls, prioritization of VIPs, and alignment of room readiness with Housekeeping
Manages real-time room inventory in OPERA PMS, including room status accuracy, availability, and coding of relocations (RELO) and upgrades (UPGD)
Coordinates and executes guest room relocations between properties, balancing inventory constraints with guest experience and ensuring proper documentation and communication
Adjusts room assignments throughout the day to respond to operational changes, including early arrivals, out-of-order rooms, and extended stay impacts
Supports inventory balancing across the Inn Complex during high occupancy and oversell conditions, working within established strategies to minimize service disruption
Oversees group arrivals and departures, including pre-key preparation, packet assembly, and coordination with Bell Services and Conference Services
Monitors guest feedback through Medallia, responding to surveys and alerts with appropriate service recovery actions and documented follow-up
Coordinates with Housekeeping, Engineering, and other departments to resolve guest issues, ensuring requests are communicated, tracked, and completed
Utilizes Akia to manage guest communications, ensuring clarity of requests, status updates, and closure of service interactions
Maintains an active presence in the lobby during peak periods to support guest needs, manage flow, and address escalations in real time
Reviews daily reports, including arrivals, departures, room status, and guest service logs, to ensure operational readiness and accuracy
Handles guest billing discrepancies, folio adjustments, and payment issues, ensuring accuracy and proper documentation of all transactions
Supports financial accountability by overseeing front desk transactions and postings impacting daily rooms revenue (supporting operations tied to approximately multi-million-dollar annual rooms revenue across the Inn Complex)
Recruits, interviews, hires, trains new staff, and oversees the daily workflow of the front desk team
Provides constructive and timely performance evaluations, coaching, and feedback to ensure adherence to service and operational standards
Coordinates front desk execution for large group arrivals requiring multi-vehicle transportation and cross-property room allocations
Supports operational rollout of room inventory changes due to renovation or out-of-order rooms, including reassignment strategies and guest communication plans