Front Office Supervisor

Department: Rooms/Front Office • Reports to: Front Office Manager

About the role

The Front Office Supervisor oversees daily Front Desk operations, providing leadership, coaching, and support to the Front Desk team. This role ensures exceptional guest service, efficient hotel operations, and compliance with Hilton brand standards and hotel policies. The Front Desk Supervisor serves as the primary point of contact during their shift, resolving guest concerns, supporting team members, and partnering with other departments to deliver a seamless guest experience.

Responsibilities

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Promote the Hotel’s reward program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts both at registration and checkout.
• Maintain a house bank and make daily deposits with accurate reports of receipts.
• Supervise front desk agents, ensuring proper registration and checkout procedures.
• Assign tasks to front desk agents related to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Arrive on time in full uniform with all necessary tools and equipment.
• Review expected arrivals for the day, ensuring VIP and special request reservations are pre-registered, blocked properly, and communicated to other departments.
• Review daily room availability and inform staff.
• Check departure status daily and relay pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Office Manager.
• Provide ongoing training and support to front desk agents.
• Ensure all necessary reports and forms are completed daily.
• Maintain front desk equipment and a par stock of supplies.
• Assist the concierge with mail, facsimiles, and guest inquiries about hotel facilities and local attractions.
• Book reservations for walk-in guests.
• Maintain a daily log of guest opportunities with corrective action steps.
• Follow up on unresolved situations in a timely manner and escalate to other managers as needed.
• Follow up on credit opportunities.
• Perform any other duties assigned by the Front Office Manager or General Manager.

Requirements

• Ability to read and write to facilitate communication.
• Good verbal and written communication skills.
• Extensive knowledge of the hotel, its services, and facilities.
• Excellent customer relations and leadership skills.
• Detail-oriented with strong organizational and communication abilities.

Physical demands

• Ability to stand and exert well-paced mobility for up to 8 hours.
• Ability to reach other hotel departments in a timely manner.
• Ability to work in limited spaces.
• Occasional lifting of up to 50 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing.
• Continuous communication with guests, supervisors, and employees.
• Extended periods of computer screen use.
• Continuous use of near vision and depth perception.
• Manual dexterity to operate office equipment such as computers, printers, 10-key adding machines, multi-line touch-tone phones, filing cabinets, fax machines, photocopiers, and other necessary equipment.
• Finger dexterity to operate office equipment.

Pay

Pay range: $20.00 – $21.00 per hour. Compensation within this range will be determined based on relevant experience, skills, and other job-related factors.

Benefits

• Paid time off, including holidays, sick leave, and vacation time.
• Medical, dental, and vision insurance.
• Life and disability insurance.
• Employee Assistance Program (EAP).
• Employee discounts (e.g., hotel stays, food & beverage, and partner programs).
• Paid leave benefits in accordance with applicable state and local laws.

Schedule

• Work schedules vary based on business needs, including evenings, weekends, and holidays.
• Shifts determined by occupancy levels, events, and seasonal demand.
• Schedules are communicated in advance in accordance with company policy.