Evening Front Desk Supervisor - Lead Hotel Team

DoubleTree by Hilton; South Bend (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

DoubleTree by Hilton South Bend is seeking an experienced Front Desk Supervisor for the 2nd shift to lead evening Front Office operations and supervise the Front Desk team, ensuring guests receive attentive and courteous service during their stay.

The ideal candidate will have strong leadership, hotel Front Desk experience, and the ability to handle guest concerns, operational challenges, and service recovery, including weekends and holidays based on occupancy and business needs.

Qualifications

• High school diploma or equivalent required.
• At least two years of hotel Front Desk or guest services experience required.
• Previous supervisory or leadership experience preferred.
• Hilton and OnQ experience strongly preferred.
• Must have a valid driver’s license.
• Must be available to work second shift, weekends, holidays, and special events.

Responsibilities

• Lead second-shift Front Desk operations and provide direction to Front Desk team members.
• Ensure all guests are checked in and out in a friendly, efficient, and courteous manner.
• Assist guests with questions, requests, complaints, and service-recovery concerns.
• Approach all interactions with guests and employees in a friendly and service-oriented manner.
• Maintain regular and reliable attendance in accordance with AFP Management standards.
• Maintain professional appearance and grooming standards, including wearing the required uniform and name tag.
• Ensure Front Desk employees remain attentive, professional, helpful, and courteous.
• Complete and verify all second-shift checklists, reports, logs, and assigned responsibilities.
• Review the Front Office log, guest requests, traces, VIP arrivals, and special accommodations.
• Communicate important information to overnight staff and other affected departments.
• Ensure guest messages, packages, and mail are properly logged and delivered.
• Maintain knowledge of hotel rates, packages, promotions, groups, and restricted dates.
• Follow and enforce hotel credit, cash-handling, and payment policies.
• Complete or verify bucket checks, room‑rate verification, room-status reports, and housekeeping reports.
• Monitor guest‑request logs, callbacks, telephone standards, and follow‑up procedures.
• Maintain effective communication and teamwork with Housekeeping, Engineering, Security, Food and Beverage, and other departments.
• Understand and assist with hotel emergency and safety procedures.
• Ensure room-status information is accurate and communicated to the appropriate departments.
• Maintain control and accountability for the assigned house bank.
• Monitor key-control procedures and support hotel security.
• Perform all responsibilities of a Front Desk Agent when necessary.
• Assist with training and coaching new and current Front Desk employees.
• Report significant guest, employee, safety, or operational concerns to management.

Skills

Leadership

Guest service

Communication

Multitasking

Problem solving

Cash handling

Shift management

Tools

OnQ system

Job description

DoubleTree by Hilton South Bend is seeking an experienced Front Desk Supervisor for the 2nd shift to lead evening Front Office operations and supervise the Front Desk team, ensuring guests receive attentive and courteous service during their stay.

The ideal candidate will have strong leadership, hotel Front Desk experience, and the ability to handle guest concerns, operational challenges, and service recovery, including weekends and holidays based on occupancy and business needs.