Job Description

Front Office Supervisor

Margot Hotel Outset Collection by Hilton

Position Summary

The 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 Responsibilities

• Lead Front Desk operations during assigned shifts and ensure exceptional guest service standards are consistently maintained
• Greet guests warmly and professionally while creating a welcoming and memorable arrival and departure experience
• Assist with guest check-ins, check-outs, room assignments, and payment transactions as needed
• Serve as the primary escalation point for guest concerns, service recovery situations, and special requests during assigned shifts
• Support Front Desk Agents with operational questions, guest interactions, and problem resolution
• Monitor lobby activity and front desk operations to ensure efficiency, professionalism, and guest satisfaction
• Review daily arrivals, departures, VIP guests, special requests, and room assignments
• Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure guest needs are met promptly
• Assist with training and onboarding new Front Desk team members on hotel policies, procedures, and service standards
• Ensure compliance with cash handling procedures, credit card processing standards, and front office controls
• Complete shift reports, balance cash drawers, and verify accuracy of daily transactions
• Support upselling initiatives including room upgrades and hotel amenities
• Maintain knowledge of hotel services, amenities, local attractions, dining options, and guest offerings
• Monitor front desk appearance and ensure the work area remains clean, organized, and professional at all times
• Assist with scheduling, coaching, and performance feedback as directed by the Front Office Manager
• Maintain accurate guest records and ensure confidentiality of guest information
• Follow Hilton and hotel operational standards, policies, and procedures
• Support hotel leadership with special projects and operational needs as assigned

Requirements

Qualifications

• High school diploma or equivalent required
• Minimum 1-2 years of hotel front desk, guest services, or hospitality experience required
• Previous lead, supervisory, or leadership experience preferred
• Strong guest service, communication, and interpersonal skills
• Ability to effectively resolve guest concerns and make sound decisions in a fast-paced environment
• Professional appearance and positive attitude
• Strong organizational and multitasking abilities
• Basic computer proficiency and experience with hotel property management systems preferred
• Flexible schedule including evenings, weekends, and holidays
• Ability to stand for extended periods and occasionally lift up to 25 pounds

Preferred Skills

• Experience with Hilton systems or similar hotel management software
• Previous supervisory experience in a hospitality environment
• Bilingual or multilingual communication skills
• Strong conflict resolution and guest recovery abilities
• Experience with cash handling, audits, and front office reporting
• Passion for hospitality and team development

Work Environment

This 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.

Benefits

• Competitive hourly wage
• Hilton travel discounts and team member perks
• Health, dental, and vision insurance
• Paid time off and holiday pay
• Career growth and advancement opportunities
• Training and development programs