Front Office Supervisor - Embassy Suites by Hilton Birmingham

About the role

The Front Office Supervisor assists with the day-to-day supervision of Front Office operations, ensuring smooth guest check-in and check-out, lobby flow, and service standards. This role provides hands-on leadership to front desk and guest services team members while serving as a key point of contact for guest needs during assigned shifts. The Front Office Supervisor supports operational accuracy, service recovery, and team engagement through strong communication, attention to detail, and visible leadership on the front desk.

Responsibilities

• Front Office Operations
  • Supervise daily front desk operations including guest check-in/check-out, room assignments, and lobby activity
  • Assign daily tasks and monitor workflow to ensure service standards are met
  • Monitor room inventory and availability and communicate with leadership regarding operational needs
  • Ensure accuracy in reservations, billing, credit authorizations, and cash handling procedures
  • Complete daily checklists and operational reports as assigned
  • Maintain a clean, organized, and welcoming front desk and lobby environment
• Guest Service & Service Recovery
  • Greet guests warmly and respond promptly to inquiries, requests, and concerns
  • Resolve guest issues and complaints in a professional, friendly, and timely manner
  • Escalate complex guest concerns to management as appropriate
  • Support VIP and Hilton Honors guest recognition and service delivery
  • Reinforce Hilton and Embassy Suites service standards consistently
• Team Support & Supervision
  • Support and guide front desk and guest services team members during assigned shifts
  • Assist with on-the-job training, coaching, and reinforcement of procedures
  • Monitor team member performance and provide feedback to leadership
  • Lead by example through professionalism, teamwork, and service excellence
  • Assist with shift coverage and operational support as needed
• Operational & Safety Awareness
  • Monitor lobby traffic and adjust staffing or workflow as directed
  • Patrol front-of-house areas to ensure cleanliness, safety, and security standards are met
  • Report maintenance, safety, or operational issues promptly
  • Ensure compliance with Hilton, Embassy Suites, and company policies and procedures

Requirements

• High school diploma or GED required
• Minimum 1–2 years of Front Office or guest services experience in a hotel environment
• Prior supervisory or lead experience preferred
• Strong guest service, communication, and problem-solving skills
• Ability to work effectively in a fast-paced, guest-focused environment
• Flexible availability including evenings, weekends, and holidays

Preferred Qualifications

• Experience in a Hilton-branded or Embassy Suites hotel
• Familiarity with Hilton PMS or hotel systems
• Experience supporting cash handling and front desk operations

About Us

Join an award-winning workplace culture at Hilton. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World’s Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Benefits

• Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
• Paid parental leave – Eligible Team Members, including partners and adoptive parents, receive paid leave
• Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
• Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
• Mental health resources – Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
• Generous paid time off (PTO) – Recharge, relax, and take time for what matters most
• Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
• Financial security for your future – Our retirement plans make it easier to save for what’s next

Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.