Front Desk Supervisor

JOB OVERVIEW

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest service, operational efficiency, and compliance with brand standards. This leadership role supervises Front Desk, PBX, Guest Service, Bell Services, and other front office personnel while serving as the primary point of contact for guest concerns, operational issues, and interdepartmental communication. Such a role leads by example in delivering outstanding hospitality, fostering team engagement, maximizing guest satisfaction scores, and supporting hotel revenue goals in a fast-paced, full-service environment.

WHAT WE OFFER

• Pay rate: $27 per hour
• Complimentary Employee Meals
• Exclusive worldwide Hilton employee travel discount program
• ... and more

DUTIES AND RESPONSIBILITIES

• Supervise the daily operation of the Front Desk, ensuring efficient check-in, check-out, reservations, room assignments, and guest services
• Lead by example in providing exceptional hospitality and personalized service to all guests while resolving concerns promptly and professionally
• Supervise, coach, train, and motivate Front Desk team members, providing ongoing support, guidance, and performance feedback
• Ensure compliance with brand standards, hotel policies, standard operating procedures, and guest service expectations
• Coordinate with Housekeeping, Engineering, Security, Sales, Food & Beverage, and other departments to ensure efficient hotel operations and guest satisfaction
• Monitor room inventory, occupancy levels, room status, and special requests to maximize operational efficiency and revenue opportunities
• Handle VIP arrivals, member recognition, guest requests, service recovery, room moves, upgrades, and billing adjustments within established authority
• Assist with scheduling, shift coverage, payroll verification, daily reports, cash handling, audits, and other administrative responsibilities as assigned
• Support the Front Office management by maintaining productivity, quality standards, and a positive team culture while serving as Manager on Duty when designated
• Maintain compliance with all hotel safety and security procedures, emergency response protocols, payment card standards, and policies regarding the protection of guest, employee, and company confidential information
• Promote teamwork, professionalism, and accountability while fostering a guest-focused culture throughout the department
• Perform other duties as assigned by Management

QUALIFICATIONS AND REQUIREMENTS

Education & Experience

• High school diploma or equivalent required; associate's or bachelor's degree in Hospitality Management or a related field preferred
• Minimum 2 years of hotel supervisory experience required; experience in multiple hotel departments preferred
• Minimum of two (2) years of hotel experience required; previous supervisory or leadership experience preferred
• Experience in a full-service hotel environment strongly preferred
• Demonstrated experience in guest relations, service recovery, cash handling, and Front Office operations

Required Skills/Abilities

• Ability to deliver a high level of guest service while representing the hotel with professionalism, courtesy, and discretion
• Strong leadership capabilities with the ability to guide, support, and develop Front Office team members
• Excellent communication skills with the ability to interact effectively with guests, colleagues, and leadership
• Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced environment
• Ability to evaluate situations, exercise sound judgment, and implement appropriate solutions in a timely manner
• Skilled in handling guest concerns and service recovery opportunities with diplomacy and a solutions-oriented approach
• Proficiency in property management systems, Microsoft Office applications, and other technology platforms used in hotel operations
• Comprehensive understanding of Front Office procedures, hotel policies, payment card security requirements, and confidentiality standards
• Ability to remain composed under pressure while adapting to changing operational demands

Schedule

Work schedules are based on the operational needs of the business. Availability to work days, evenings, weekends, and holidays is required for this position.

Physical, Mental and Environmental & Technical Demands

Fast-paced environment, multiple tasks to be handled under time constraint. Must be able to bend, crouch, kneel, and twist in the work area. The role involves frequent standing, walking, bending, kneeling, climbing, lifting, pushing, and pulling objects weighing up to 250lbs. often for extended periods. Must be able to maneuver around property. Must be able to sit for prolonged periods of time. Must be able to operate a computer, telephone, and copier. Must have manual dexterity to operate all office equipment. May include exposure to high levels of ambient noise for prolonged periods, must be able to perform essential job functions effectively in such conditions.

Grooming

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as part of the orientation process.


STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees, or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This position is classified as non-exempt (per the Fair Labor Standards Act) is subject to overtime in accordance with Federal and State Regulations.

Sun Hill is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, citizenship status, protected veteran status, or any other characteristic protected by applicable federal, state, or local laws.