Front Office Supervisor

Front Office SupervisorMargot Hotel Outset Collection by HiltonPosition SummaryThe Front Office Supervisor is responsible for supporting the daily operation of the Front Office while ensuring exceptional guest service and a seamless guest experience. This role serves as the lead on duty during assigned shifts, providing guidance and support to Front Office Agents while maintaining Hilton brand standards and the elevated hospitality experience of the Outset Collection.The Front Office Supervisor assists with training, coaching, guest service recovery, and operational oversight while serving as a key resource for guests and team members.Key ResponsibilitiesLead Front Desk operations during assigned shifts and ensure exceptional guest service standards are consistently maintainedGreet guests warmly and professionally while creating a welcoming and memorable arrival and departure experienceAssist with guest check-ins, check-outs, room assignments, and payment transactions as neededServe as the primary escalation point for guest concerns, service recovery situations, and special requests during assigned shiftsSupport Front Desk Agents with operational questions, guest interactions, and problem resolutionMonitor lobby activity and front desk operations to ensure efficiency, professionalism, and guest satisfactionReview daily arrivals, departures, VIP guests, special requests, and room assignmentsCoordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met promptlyAssist with training and onboarding new Front Desk team members on hotel policies, procedures, and service standardsEnsure compliance with cash handling procedures, credit card processing standards, and front office controlsComplete shift reports, balance cash drawers, and verify accuracy of daily transactionsSupport upselling initiatives including room upgrades and hotel amenitiesMaintain knowledge of hotel services, amenities, local attractions, dining options, and guest offeringsMonitor front desk appearance and ensure the work area remains clean, organized, and professional at all timesAssist with scheduling, coaching, and performance feedback as directed by the Front Office ManagerMaintain accurate guest records and ensure confidentiality of guest informationFollow Hilton and hotel operational standards, policies, and proceduresSupport hotel leadership with special projects and operational needs as assignedRequirementsQualificationsHigh school diploma or equivalent requiredMinimum 1-2 years of hotel front desk, guest services, or hospitality experience requiredPrevious lead, supervisory, or leadership experience preferredStrong guest service, communication, and interpersonal skillsAbility to effectively resolve guest concerns and make sound decisions in a fast-paced environmentProfessional appearance and positive attitudeStrong organizational and multitasking abilitiesBasic computer proficiency and experience with hotel property management systems preferredFlexible schedule including evenings, weekends, and holidaysAbility to stand for extended periods and occasionally lift up to 25 poundsPreferred SkillsExperience with Hilton systems or similar hotel management softwarePrevious supervisory experience in a hospitality environmentBilingual or multilingual communication skillsStrong conflict resolution and guest recovery abilitiesExperience with cash handling, audits, and front office reportingPassion for hospitality and team developmentWork EnvironmentThis position operates in a professional hotel environment requiring continuous guest interaction, teamwork, and leadership presence. Front Office Supervisors are expected to maintain the highest standards of service and professionalism while supporting daily operations representative of the Outset Collection by Hilton brand experience.BenefitsCompetitive hourly wageHilton travel discounts and team member perksHealth, dental, and vision insurancePaid time off and holiday payCareer growth and advancement opportunitiesTraining and development programs