Front Desk Supervisor — Guest Experience Leader

mcrhotels.com; Miami, Northern (FL, KY); Hybrid; USD 38,000 - 54,000; Full time

Job summary

Hilton Miami Blue Lagoon is seeking a Front Desk Supervisor to lead the front desk and night audit teams, ensuring guest and associate satisfaction. You will participate in interviews, onboarding, and uphold service standards while managing daily operations and guest interactions.

The role requires a two-year hospitality degree or equivalent experience, strong English communication, leadership ability, and flexibility to work days, nights, and weekends. Prior brand experience is highly valued.

Qualifications

• Two-year college degree or hospitality experience required.
• Prior brand hotel experience highly preferred.
• Exceptional customer service skills.
• Outgoing and engaging personality.
• Cash handling experience.
• Strong leadership abilities.
• Proficient with common computer software.
• Flexible schedule including days, nights, holidays and weekends.
• Excellent English communication skills.
• Ability to read, write and speak fluently.

Responsibilities

• Assist in interviews, hiring, onboarding, and strong performance of front desk team members.
• In absence of GM/AGM, act as Manager on Duty.
• Review procedures and policies with team members.
• Ensure adherence to established policies and procedures.
• Process check-in/check-out, verify billing, create reservations, and handle special requests.
• Knowledge of hotel property and local attractions to assist guests.
• Establish and maintain open relationships with direct reports and management.
• Comply with Federal & State Labor laws.
• Investigate and resolve complaints regarding service and accommodations.
• Coach and support front office team to manage occupancy and guest service.
• Identify service issues and trends; propose creative solutions.
• Balance cost controls with guest service and associate satisfaction.
• Maintain strict key controls.

Skills

Customer service

Leadership

English fluency

Cash handling

Communication

Flexibility

Education

Two-year college degree or hospitality experience

Tools

Computer skills

Job description

Hilton Miami Blue Lagoon is seeking a Front Desk Supervisor to lead the front desk and night audit teams, ensuring guest and associate satisfaction. You will participate in interviews, onboarding, and uphold service standards while managing daily operations and guest interactions.

The role requires a two-year hospitality degree or equivalent experience, strong English communication, leadership ability, and flexibility to work days, nights, and weekends. Prior brand experience is highly valued.