Job Description

Front Office Supervisor


The Front Office Supervisor is responsible for the overall supervision of a Front Office duty shift. Assigning work and ensuring the completion of daily tasks in the Hotel' Front Office operations. The Front Office Supervisor must maintain a consistently high standard of customer service and financial profitability.

What will I be doing?

As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:


Maximization of room sales and revenue for the Hotel. Ensure all customers received a fast, efficient check-in and check-out. Ensure all customers queries or request are handled in a polite, efficient manner. Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the Hotel. Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability. Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner. Support and assist team members in handling guest inquiries and requests and in resolving guest complaints. Schedule, assign daily work, lead pre-shift meetings, inform and train team members. Monitor, observe and assist in evaluating team member performance. Monitor lobby traffic and adjust staffing accordingly. Handle disciplinary actions with team members. Reinforce values, culture and/or policies within the department through trainings, pre-shifts and meetings.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:


Hospitality - We're passionate about delivering exceptional guest experiences. Integrity - We do the right thing, all the time. Leadership - We're leaders in our industry and in our communities. Teamwork - We're team players in everything we do. Ownership - We're the owners of our actions and decisions. Now - We operate with a sense of urgency and discipline.
In addition, we look for the demonstration of the following key attributes:


Quality Productivity Dependability Customer Focus Adaptability
To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
Bachelor's degree in business, tourism or other related field, preferable Previous three years supervisory experience in Front Office within the hotel/leisure/retail, required High level of IT proficiency High level of commercial awareness and sales capabilities Excellent leadership, interpersonal and communication skills Accountable and resilient Commitment to deliver a high level of customer service Ability to work under pressure Excellent grooming standards Flexibility to respond to a variety of work situations Ability to work on your own and as part of a team Available to work different shifts Excellent communication skills, oral and in writing, both in English and Spanish

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!