Job Description

FRONT DESK SUPERVISOR

Department:

Front Office

Supervisor:

Front Office Manager

DUTIES:

Lead the PM front desk team to ensure exceptional guest service and smooth daily operations. Responsible for supervising evening shift agents, providing on-the-spot service recovery, and addressing guest concerns professionally and promptly. Uphold and correct hotel service standards throughout the shift. Assist with check-ins, check-outs, reservations, and phone calls when needed. Serve as the go-to decision-maker in the absence of management.

PERSONAL CHARACTERISTICS:

Appearance:

Pleasant and professional demeanor, well-groomed with neat attire, clean hands and nails, conservative hairstyle, and neatly trimmed beard or mustache, if applicable.

Behavior:

Approachable and confident leader, calm under pressure, positive attitude, strong work ethic, team-focused.

Basic Skills:

Detail-oriented, able to prioritize tasks, decisive, honest, dependable, efficient with front desk software, and comfortable handling cash and conflict.

Communication Skills:

Strong verbal and written communication, able to clearly direct team members and address guest needs with confidence. Bi-lingual is an asset.

Other:

Strong sense of accountability, adaptability, guest-centric mindset, and a commitment to upholding brand standards.

JOB KNOWLEDGE, SKILLS AND OTHER REQUIREMENTS:

Previous Experience:

1+ year of front desk or hotel experience required; supervisory or leadership experience strongly preferred.

Special Skills:

Conflict resolution, time management, coaching and feedback, critical thinking, service recovery, and attention to detail.

Product Knowledge:

Familiarity with hotel operations including reservations, PBX, bell services, local area knowledge, and Hilton systems a plus.

Other:

Ability to remain composed and professional during guest escalations and resolve issues efficiently and satisfactorily.
Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Free parking Health insurance Life insurance Paid jury duty Paid time off Parental leave Professional development assistance Vision insurance
Work Location: In person