Front Office Supervisor

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