About The Role

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.

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

Supervise front office team: Lead team members in performing all front office procedures, ensuring smooth check-ins, check-outs, and guest service delivery
Lead day-to-day team operations: Create team schedules, assign tasks, lead pre-shift meetings, and provide training, guidance, and in-the-moment feedback
Lead guest issue resolution: Respond to guest inquiries and concerns directly while supporting team members in handling complex or escalated issues
Manage lobby flow: Monitor guest traffic in the lobby and adjust team coverage in real time to maintain service efficiency
Manage special projects: Lead department initiatives or ad-hoc assignments
Supervise and support the daily operations of the Front Office, ensuring smooth and efficient guest service in line with Hilton standards.
Lead, coach, and motivate Front Office team members to deliver exceptional hospitality and a consistent guest experience.
Monitor guest satisfaction and promptly address guest requests, concerns, and feedback to ensure a positive resolution.
Support the Front Office Manager in achieving departmental goals, service standards, and operational targets.
Ensure accurate handling of guest accounts, cash, credit transactions, and other Front Office procedures in accordance with hotel policies.
Monitor room availability, room status, arrivals, departures, VIPs, and special requests to ensure effective daily operations.
Coordinate closely with Housekeeping, Reservations, Engineering, and other departments to ensure seamless guest service.
Conduct regular briefings and ensure the team is kept informed of hotel activities, guest requirements, and operational updates.
Assist with training, coaching, and performance development of Front Office team members.
Ensure compliance with Hilton brand standards, hotel policies, health and safety requirements, and security procedures.
Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.
Support the handling of VIP guests, groups, and special events, ensuring personalized service and attention to detail.
Prepare and maintain accurate departmental records and reports as required.
Demonstrate Hilton values and lead by example in delivering a culture of hospitality, teamwork, and service excellence.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

Qualification

Minimum 2–3 years of Front Office experience in a hotel environment, preferably with supervisory experience.
Previous hotel experience is preferred.
Strong knowledge of Front Office operations, guest services, and hotel systems.
Excellent communication, interpersonal, and problem-solving skills.
Strong leadership and team management abilities, with a passion for developing team members.
Guest-focused with a commitment to delivering exceptional hospitality and Hilton service standards.
Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Proficiency in English; additional languages are an advantage.
Knowledge of Opera or other hotel Property Management Systems is preferred.