Front Desk Supervisor

Embassy Suites Nashville at Vanderbilt Hilton; Nashville (TN); On-site; USD 40,000 - 55,000; Full time

Job summary

Embassy Suites Nashville at Vanderbilt Hilton is seeking an energetic Front Desk Supervisor to lead the front desk team and deliver exceptional guest experiences. The role emphasizes Hilton PEP proficiency, strong communication, and a hands-on approach to guiding front desk operations.

The successful candidate will oversee front desk agents, resolve guest concerns, and support multiple hotel areas as needed, maintaining a welcoming lobby and coordinating with housekeeping and engineering.

Qualifications

• Front desk experience required.
• Strong knowledge of Hilton PEP and front office procedures preferred.
• Ability to lead and coach front desk staff.
• Excellent communication and guest-resolution skills.

Responsibilities

• Supervise and support Front Desk Agents during shifts.
• Maintain knowledge of Hilton PEP and front office procedures.
• Assist with check-ins, check-outs, reservations, room assignments, and guest requests.
• Resolve guest concerns and recover service professionally.
• Lead by example in appearance, attitude, and engagement.
• Coordinate with Housekeeping, Engineering, F&B, Sales and leadership.
• Train and coach Front Desk Agents as needed.

Skills

Hilton PEP

Guest service

Supervisory experience

Communication skills

Multitasking

Problem-solving

Team leadership

Learning mindset

Job description

Front Desk Supervisor

Job Summary

We are seeking an energetic, service-driven Front Desk Supervisor who takes pride in creating an exceptional guest experience and leading by example.

The ideal candidate has strong knowledge of Hilton PEP, excellent communication and problem-solving skills, and the flexibility to support the hotel wherever needed. This individual should be comfortable taking ownership of the front desk operation, assisting team members during busy periods, resolving guest concerns, and stepping into other areas of the hotel when operational needs require it.

We are especially looking for someone who has a strong willingness to learn, grow, take on new responsibilities, and expand their knowledge of hotel operations beyond the front desk.

Key Responsibilities

• Deliver exceptional, personalized service to every guest.
• Supervise and support Front Desk Agents during assigned shifts.
• Maintain strong working knowledge of Hilton PEP and front office procedures.
• Assist with check-ins, check-outs, reservations, room assignments, payment processing, and guest requests.
• Handle guest concerns and service recovery professionally and confidently.
• Lead by example in appearance, attitude, communication, and guest engagement.
• Ensure front desk procedures, shift responsibilities, and daily tasks are completed accurately.
• Assist with training and coaching Front Desk Agents.
• Communicate effectively with Housekeeping, Engineering, Food & Beverage, Sales, and hotel leadership.
• Help ensure rooms and guest requests are properly coordinated with other departments.
• Monitor lobby and front desk conditions to maintain a professional and welcoming environment.
• Support Hilton Honors recognition, enrollments, and member benefits.
• Assist with operational issues and make sound decisions when management is not immediately available.
• Demonstrate a willingness to learn new duties and take on additional responsibilities as needed.
• Be willing to assist in multiple areas of the hotel based on operational needs.
• Maintain flexible and open availability, including mornings, evenings, weekends, and holidays.
• Complete additional duties assigned by hotel leadership.

What We Are Looking For

The successful candidate should be:

• Exceptional at providing guest service.
• Experienced with Hilton PEP.
• Dependable and accountable.
• Energetic and positive.
• Professional and confident when communicating with guests and employees.
• Able to remain calm and solution-focused during challenging situations.
• Comfortable leading and coaching others.
• Eager to learn and willing to take on new responsibilities.
• Interested in learning multiple areas of hotel operations.
• A team player who is willing to step outside their normal responsibilities when the hotel needs support.
• Flexible and available based on the operational needs of the hotel.
• Interested in developing into a stronger hospitality leader.

Preferred Qualifications

• Previous hotel front desk experience required.
• Previous supervisory or leadership experience preferred.
• Hilton-branded hotel experience strongly preferred.
• Experience using Hilton PEP strongly preferred.
• Strong written and verbal communication skills.
• Ability to multitask in a fast-paced hotel environment.

Our Ideal Front Desk Supervisor

We are looking for more than someone who can work the desk. We want someone who can lead the shift, take care of our guests, support the team, learn new responsibilities, and step in wherever the hotel needs them.

The right person will be eager to grow, willing to take on more responsibility, and interested in developing a deeper understanding of the overall hotel operation.