Front Office Supervisor

Role Overview

Front Office Supervisor at Hilton. You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service.

Role Purpose

To oversee front office operations and guest services, manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to deliver memorable experiences and meet the hotel's service standards.

Key Responsibilities

Operations Management

• Oversee daily front office activities, including guest service, registration, room inventory, and adherence to policies and standards.
• Manage check-in and check-out processes.
• Monitor and track guest satisfaction.
• Address service issues and guide the team to implement improvements that enhance the guest experience.

Revenue & Promotion

• Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth.

Guest Experience

• Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards.
• Review VIP reservations and ensure an elevated and seamless check-in and check-out experience.

Team Leadership & Development

• Supervise and support front office team members.
• Monitor performance and provide coaching.
• Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions.
• Foster a positive and productive work environment.

Qualifications & Experience

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.

Skills & Competencies

• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.

Additional Information

• Ability to work flexible hours, including nights, weekends, and holidays.