Front Desk Supervisor | Guest Experience Leader

Hilton Dallas Southlake Town Square; Southlake (TX); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Employee discounts

Complimentary meals for shifts

Quarterly team rallies

Employee recognition

Monthly family breakfasts

Job summary

Hilton Dallas Southlake Town Square is seeking a Front Desk Supervisor to lead the guest service team, oversee check-in/out processes, and ensure a consistently high standard of service. The role requires strong communication, problem-solving, and the ability to multi-task in a fast-paced hotel environment.

Responsibilities include training staff, managing registrations, handling payments, and assisting guests with local information.

Qualifications

• High school diploma preferred.
• Two years combined front desk and supervisor experience.
• Ability to read, listen, and communicate effectively in English, both verbally and in writing.

Responsibilities

• Communicate effectively to direct staff and instruct front desk clerks.
• Greet guests with a friendly welcome and provide information on hours and local attractions.
• Complete registration, select rooms based on guest needs, encode keys, and balance accounts.
• Handle credit cards, cash, and payment processing; balance as assigned.
• Answer phones in clear English and relay messages to the guest.
• Remain calm during emergencies and resolve guest issues with appropriate solutions.
• Manage group arrivals and pre-arrival packets as requested.
• Train new agents on daily duties including cash handling and PMS usage.
• Monitor and enforce time/attendance policies and encourage staff development.
• Be prepared to work across shifts, including Night Audit and PBX duties.
• Act as Manager on Duty in absence of Front Office Manager.
• Adhere to all company policies, safety rules, and procedures.

Skills

Front desk supervision

Customer service

Communication

English proficiency

Education

High school diploma

Tools

CRM Toolbox

PMS system

Job description

Hilton Dallas Southlake Town Square is seeking a Front Desk Supervisor to lead the guest service team, oversee check-in/out processes, and ensure a consistently high standard of service. The role requires strong communication, problem-solving, and the ability to multi-task in a fast-paced hotel environment.

Responsibilities include training staff, managing registrations, handling payments, and assisting guests with local information.