Front Office Supervisor - Embassy Suites by Hilton Santa Clara Silicon Valley

Responsibilities

• Communicates effectively both verbally and in writing to provide clear direction, coaching, and support to front office team members.
• Conducts shift briefings, delegates responsibilities, follows up on assignments, and addresses performance concerns professionally and consistently.
• Anticipates guest concerns and resolves issues proactively using sound judgment, professionalism, and strong problem-solving skills.
• Demonstrates initiative in preventing service failures and recovering guest experiences to maintain high guest satisfaction scores.
• Makes operational decisions confidently and escalates issues appropriately when necessary.
• Maintains a strong presence in the lobby and front desk area by greeting guests warmly, engaging with professionalism, and ensuring all guests receive prompt, personalized, and attentive service.
• Maintains accountability among team members by reinforcing policies, service standards, attendance expectations, grooming standards, and operational procedures.
• Assists with training, mentoring, and performance development of Guest Service Agents.

Qualifications

• At least 1 year of supervisory experience in a customer service environment.
• Hospitality experience is a plus.
• Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy, collect and analyze accurate information, and resolve conflicts.
• Ability to multitask and prioritize responsibilities effectively.
• Ability to anticipate operational and guest needs proactively.
• Ability to access and accurately input information using a moderately complex computer system, including Hilton property management systems.
• Highly guest-service oriented with a passion for hospitality and service recovery.
• Ability to work under pressure and deal with stressful situations during busy periods.