Front Desk Supervisor

The Crescent Hotels Group; Short Hills (NJ); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive wages

Benefits plan for associates

401K matching

Discounts at Crescent properties

Hotel room discounts

Free meals in staff dining room

Job summary

The Crescent Hotels & Resorts is seeking a proactive Front Desk Supervisor for the Hilton Short Hills location. You will lead a team, hire and train staff, and ensure guest satisfaction through outstanding service.

This role requires strong communication, conflict resolution skills, and solid PMS experience. You will handle guest requests, supervise Guest Service Agents, and maintain smooth daily operations in a fast-paced hotel environment.

Qualifications

• Minimum 2 years of Front Office experience in a hotel.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• Hilton experience is a plus.

Responsibilities

• Interview, hire, train, evaluate performance, resolve problems, and communicate openly.
• Respond to guest requests and accommodate groups to maximize guest satisfaction and repeat business.
• Supervise Front Desk operations to maximize revenues and ensure high-quality service.
• Supervise the Guest Service Agents.
• Remain calm during emergencies and heavy activity; resolve issues by researching the situation and acting with good judgment.
• Comply with attendance rules and be available to work regularly.

Skills

Guest service

Leadership

Time management

Problem solving

Communication

Tools

PMS

Job description

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

Located across the street from The Mall at Short Hills, the Hilton Short Hills features locally sourced food, an outdoor terrace and lounge, tennis courts and an indoor/outdoor pool to offer a memorable and enjoyable experience to our guests.

We are looking for our next great team member to join our Front Desk team. We are committed to providing you with:

• Highly competitive wages
• An exceptional benefit plan for eligible associates & your family members
• 401K matching program for eligible associates
• Discounts with our Crescent managed properties in North America for you & your family
• Hotel Room Discounts at Hilton branded properties worldwide
• Free meals in our staff dining room

Here is what you will be doing each day:

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.

What We're Looking For

You love hospitality and enjoy inspiring others to deliver exceptional service. You lead with confidence, remain calm under pressure, and know how to create positive guest experiences even during challenging situations.

You are:

• Passionate about guest service and creating memorable experiences.
• A strong leader who enjoys coaching, mentoring, and developing others.
• Highly organized with excellent time management and problem-solving skills.
• Comfortable making decisions in a fast-paced environment.
• Flexible to work mornings, evenings, weekends, and holidays.
• A team player who leads with professionalism, positivity, and integrity.

Qualifications

• Minimum 2 years of Front Office experience in a hotel environment.
• Previous supervisory or leadership experience preferred.
• Excellent communication, guest service, and conflict resolution skills.
• Strong computer skills; experience with hotel property management systems preferred.
• Hilton experience is a plus.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts