Front Desk Supervisor — Lead Guest Experience & Team

Hilton Scottsdale Resort and Villas; Scottsdale (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

Hilton Scottsdale Resort and Villas is seeking a Front Office Supervisor to oversee daily front desk operations, mentor staff, and ensure exceptional guest service. You will coordinate with housekeeping, concierge, and other departments to create smooth guest experiences and resolve issues promptly.

The role requires 2+ years in front desk operations and supervisory experience, with familiarity in hotel PMS and reservation platforms. Location is Scottsdale, full-time position.

Qualifications

• Minimum 2 years of experience in front desk operations within the hospitality industry.
• Previous supervisory or leadership experience preferred.
• Familiarity with hotel property management systems and reservation platforms.
• Proven track record of delivering excellent customer service.

Responsibilities

• Supervise front desk staff to deliver outstanding customer service that reflects the hotel’s brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organising, delivering special amenities to guests.
• Organize in-room decor for guests to celebrate special occasions.
• Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments.
• Assist in answering phones in PBX.
• Assist in room reservations.
• Assist bell services and baggage storage.
• Support management in implementing new processes and technology enhancements to improve front desk efficiency.
• Other duties as assigned.

Skills

Leadership

Communication

Customer Service

Organization

Multitasking

PMS Proficiency

Interpersonal Skills

Education

High school diploma

Associate or Bachelor’s degree in Hospitality Management

Tools

PMS systems

Job description

Hilton Scottsdale Resort and Villas is seeking a Front Office Supervisor to oversee daily front desk operations, mentor staff, and ensure exceptional guest service. You will coordinate with housekeeping, concierge, and other departments to create smooth guest experiences and resolve issues promptly.

The role requires 2+ years in front desk operations and supervisory experience, with familiarity in hotel PMS and reservation platforms. Location is Scottsdale, full-time position.