Front Office Supervisor

The Embassy Suites by Hilton Santa Clara Silicon Valley is hiring a Front Office Supervisor to join the team.

The Front Office Supervisor is responsible for managing the daily operations of the Front Desk to ensure exceptional guest service, efficient processes, and full compliance with Hilton brand standards. This leadership role requires a hands-on, highly motivated individual who is available to work all shifts, including weekends and holidays. The supervisor should lead by example and foster a guest-centric culture.

The ideal candidate is proactive and solution-oriented, communicates effectively, and anticipates guest needs before issues arise. Additionally, they confidently hold team members accountable for their performance and service expectations.

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Front Office Supervisor, you’re not just supervising daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. The Front Office Supervisor will be responsible for the following:

• 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.
• Oversees daily front desk activities, including check-in/check-out procedures, room inventory management, guest requests, billing concerns, and emergencies. 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.
• Ensures 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.

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

• Covers front desk shifts as operational needs require, including AM, PM, overnight, weekends, and holidays.
• Assists with guest relocations, service recovery, and VIP arrivals.
• Prepares daily reports, arrivals/departures forecasts, balance inventory and shift pass-down notes.
• Supports training and onboarding of new front desk team members.
• Coordinates with Housekeeping, Engineering, Sales, and Security departments to ensure seamless guest experiences.
• Assists with guest relocations, service recovery, and VIP arrivals.
• Monitors lobby presentation, gift shop, and front office cleanliness standards.
• When required, assists management with scheduling, coaching documentation, and operational follow-up.

   

What It Takes to Make the Stay

The ideal candidate must possess the following knowledge, skills, and abilities:

• 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.
• https://efet.fa.us2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1009/jobs/preview/209806