Front Office Supervisor - Franchise

We are seeking a professional, guest-oriented Front Office Supervisor to join our team and oversee daily Front Desk operations while ensuring exceptional guest service and compliance with Hilton and Tapestry Collection standards. The successful candidate will supervise and support Front Desk Agents, oversee check-in and checkout procedures, coordinate room readiness with Housekeeping, manage guest requests and service recovery, and ensure accurate reservations, billing, and operational documentation. This position requires strong leadership, communication, organizational, and problem-solving skills, along with the ability to multitask, exercise sound judgment, and maintain accountability in a fast-paced hospitality environment. We are looking for a friendly, dependable, detail-oriented individual who leads by example and promotes teamwork and professionalism. Hilton experience is highly desired.

Responsibilities:
• Supervise daily Front Desk operations, ensuring efficient workflow and proper shift coverage.
• Oversee guest arrivals, departures, room assignments, VIPs, and special requests.
• Ensure accurate check-in, checkout, reservations, billing, and payment processing.
• Handle guest complaints and service recovery, ensuring timely resolution and follow-up.
• Supervise, train, coach, and hold Front Desk Agents accountable for performance and service standards.
• Ensure compliance with Hilton and Tapestry Collection brand standards and hotel policies.
• Coordinate with Housekeeping and Maintenance to ensure room readiness and resolve operational issues.
• Monitor Hilton Honors recognition, guest communication, and applicable service performance metrics.
• Maintain accurate shift reports, operational records, and proper documentation of guest incidents.
• Promote teamwork, professionalism, and effective communication across hotel departments.

Benefits:
• Hilton Team Member Travel Program
• Flexible schedule
• Dental Insurance
• Vision Insurance
• Paid time off (PTO)

Experience:
• Hotel experience: 1 year (Required)
• Customer service: 2 years (Required)