Front Office / Guest Service - Supervisor / Team Leader

Hilton Hotels; Panaji; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Hilton in Goa is seeking a Front Office / Guest Service - Supervisor / Team Leader to manage daily front office operations and guest services, ensuring outstanding service. You will lead a team of front desk agents and guest service representatives to meet Hilton's service standards.

The role requires strong leadership, guest-centric communication, and proficiency with hotel PMS. Flexible hours, including nights and weekends, are expected.

Qualifications

• Proven experience in a front office or guest service management role within hospitality.
• Strong leadership and team management skills; ability to inspire staff.
• Excellent communication and guest-centric approach.

Responsibilities

• Oversee daily front office operations including guest service, registration, room inventory, and policy adherence.
• Monitor guest satisfaction; guide the team to improve service quality.
• Support revenue initiatives with up-selling tactics to drive occupancy and revenue growth.
• Provide regular updates and training on hotel offerings, services, and local attractions.
• Welcome guests, respond to inquiries, and resolve concerns to uphold standards.
• Review VIP reservations to ensure elevated check-in/check-out experiences.
• Supervise and coach front office staff to maintain a positive work environment.

Skills

Front office management

Leadership

Communication

Problem solving

PMS proficiency

English language

Tools

PMS

Job description

Exceptional Hospitality Starts with You

Picture yourself brightening someone s day. When you join our Hotels team, that s exactly what you ll do every time you come to work! You will manage the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel s service standards. As a Front Office / Guest Service - Supervisor / Team Leader, you re not just managing daily front office operations - you re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

What It Takes to Make the Stay

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Proven experience in a front office or guest service management role within the hospitality industry.
• Strong leadership and team management skills, with the ability to inspire and motivate staff.
• Excellent communication and interpersonal skills, with a guest-centric approach.
• Strong problem-solving abilities and attention to detail, with the ability to handle high-pressure situations.
• Proficiency in hotel property management systems (PMS) and front office operations.
• Proficiency in English; additional languages are a plus.
• Ability to work flexible hours, including nights, weekends, and holidays.

Here s what you ll do during a typical day:

• Oversee daily front office operations: Overseeing Front Office activities, including guest service, registration, room inventory, and adherence to policies and standards
• Monitor and elevate service: Assist in tracking guest satisfaction, addressing service issues, and guiding the team to implement improvements that enhance the guest experience
• Support revenue initiatives: Assist in promoting hotel services and executing up-selling tactics to drive room occupancy and revenue growth
• Facilitate team knowledge: Provide regular updates and training to ensure the team is well-informed of hotel offerings, services, and local attractions
• Delight our guests: Welcome guests, respond to inquiries, and resolve concerns promptly to uphold service standards
• Oversee VIP guest experience: Review VIP reservations and ensure an elevated and seamless check-in and check-out experience
• Inspire and develop the team: Supervise and support front office team members, monitor performance, provide coaching, and foster a positive and productive work environment