Job Description

Front Desk Supervisor – Hilton Garden Inn

Job Summary

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, maintaining hotel standards, and supporting the front desk team. This position serves as a leader and point of contact for front desk associates while ensuring smooth hotel operations and guest satisfaction in accordance with Hilton brand standards.

Key Responsibilities

• Supervise, train, and support front desk agents to ensure excellent customer service.
• Oversee daily front desk operations, including guest check-in, check-out, reservations, and room assignments.
• Ensure guests receive a warm welcome and a positive hospitality experience.
• Handle guest complaints, concerns, and special requests professionally and efficiently.
• Monitor room availability, occupancy, and reservations to maximize hotel revenue.
• Assist with scheduling, shift coverage, and assigning daily responsibilities to front desk staff.
• Ensure accurate cash handling, billing, payment processing, and end-of-shift reports.
• Communicate effectively with housekeeping, maintenance, and management to ensure guest needs are met.
• Maintain accurate guest records and follow hotel policies and procedures.
• Assist with group reservations, VIP arrivals, and special guest arrangements.
• Monitor employee performance and provide coaching when necessary.
• Ensure compliance with Hilton service standards, safety procedures, and operational policies.
• Prepare shift reports and communicate important updates to management.

Qualifications and Skills

• Previous experience in hotel front desk operations or hospitality.
• Supervisory or leadership experience preferred.
• Excellent communication and customer service skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask in a fast-paced hotel environment.
• Knowledge of hotel reservation and property management systems.
• Strong organizational and time-management skills.
• Ability to lead a team and maintain professionalism.

Essential Job Skills

• Leadership and team management
• Guest relations and customer satisfaction
• Front desk operations
• Reservation management
• Cash handling and accounting
• Employee training and development
• Conflict resolution
• Hotel operations and administration