Front Desk Supervisor

About the role

The Front Desk Supervisor oversees the daily operations of the Front Office to ensure exceptional guest service, operational efficiency, and compliance with brand standards. This leadership role supervises Front Desk, PBX, Guest Service, Bell Services, and other front office personnel while serving as the primary point of contact for guest concerns, operational issues, and interdepartmental communication. The role leads by example in delivering outstanding hospitality, fostering team engagement, maximizing guest satisfaction scores, and supporting hotel revenue goals in a fast-paced, full-service environment.

Responsibilities

• Supervise the daily operation of the Front Desk, ensuring efficient check-in, check-out, reservations, room assignments, and guest services
• Lead by example in providing exceptional hospitality and personalized service to all guests while resolving concerns promptly and professionally
• Supervise, coach, train, and motivate Front Desk team members, providing ongoing support, guidance, and performance feedback
• Ensure compliance with brand standards, hotel policies, standard operating procedures, and guest service expectations
• Coordinate with Housekeeping, Engineering, Security, Sales, Food & Beverage, and other departments to ensure efficient hotel operations and guest satisfaction
• Monitor room inventory, occupancy levels, room status, and special requests to maximize operational efficiency and revenue opportunities
• Handle VIP arrivals, member recognition, guest requests, service recovery, room moves, upgrades, and billing adjustments within established authority
• Assist with scheduling, shift coverage, payroll verification, daily reports, cash handling, audits, and other administrative responsibilities as assigned
• Support the Front Office management by maintaining productivity, quality standards, and a positive team culture while serving as Manager on Duty when designated
• Maintain compliance with all hotel safety and security procedures, emergency response protocols, payment card standards, and policies regarding the protection of guest, employee, and company confidential information
• Promote teamwork, professionalism, and accountability while fostering a guest-focused culture throughout the department
• Perform other duties as assigned by Management

Requirements

• High school diploma or equivalent required; associate’s or bachelor’s degree in Hospitality Management or a related field preferred
• Minimum 2 years of hotel supervisory experience required; experience in multiple hotel departments preferred
• Minimum of two (2) years of hotel experience required; previous supervisory or leadership experience preferred
• Experience in a full-service hotel environment strongly preferred
• Demonstrated experience in guest relations, service recovery, cash handling, and Front Office operations

Skills

• Ability to deliver a high level of guest service while representing the hotel with professionalism, courtesy, and discretion
• Strong leadership capabilities with the ability to guide, support, and develop Front Office team members
• Excellent communication skills with the ability to interact effectively with guests, colleagues, and leadership
• Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced environment
• Ability to evaluate situations, exercise sound judgment, and implement appropriate solutions in a timely manner
• Skilled in handling guest concerns and service recovery opportunities with diplomacy and a solutions-oriented approach
• Proficiency in property management systems, Microsoft Office applications, and other technology platforms used in hotel operations
• Comprehensive understanding of Front Office procedures, hotel policies, payment card security requirements, and confidentiality standards
• Ability to remain composed under pressure while adapting to changing operational demands

Physical, Mental and Environmental Demands

• Fast-paced environment, multiple tasks to be handled under time constraint
• Must be able to bend, crouch, kneel, and twist in the work area
• Frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250 lbs, often for extended periods
• Must be able to maneuver around property
• Must be able to sit for prolonged periods of time
• Must be able to operate a computer, telephone, and copier
• Must have manual dexterity to operate all office equipment
• May include exposure to high levels of ambient noise for prolonged periods; must be able to perform essential job functions effectively in such conditions

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained as part of the orientation process.

Pay

Pay rate: $27 per hour

Benefits

• Complimentary Employee Meals
• Exclusive worldwide Hilton employee travel discount program
• Additional benefits available

Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.