Front Office Supervisor

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.

Here’s what you’ll do during a typical day:

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

Qualifications

• 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 Experience

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