Front Office Supervisor

Hilton Garden Inn Bozeman; Bozeman (MT); On-site; USD 36,000 - 48,000; Full time

Job summary

Hilton Garden Inn Bozeman is seeking an experienced Front Office Supervisor to lead daily front desk operations and guest services for a 123-room property. This hourly, full-time role oversees front office staff, ensures smooth check-in/check-out, and upholds our service standards.

The ideal candidate has prior front office or supervisory hospitality experience, strong English communication, and proficiency with PMS systems.

Qualifications

• Previous front office experience in hospitality or a customer-facing environment.
• Prior supervisory or team lead experience, preferably in a hotel or lodging setting.
• Strong customer service skills with the ability to handle challenging situations calmly and professionally.
• Proficiency with hotel property management systems (PMS) and basic office software.

Responsibilities

• Supervise daily front office operations for a 123 room property, including check-in, check-out, and guest inquiries.
• Lead, support, and motivate front desk associates to deliver consistently high levels of guest service.
• Ensure all front office procedures, policies, and standards are followed and properly documented.
• Monitor front desk performance, appearance, and professionalism, providing coaching and feedback as needed.
• Handle guest concerns, complaints, and special requests promptly and courteously, escalating issues when necessary.
• Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and smooth guest experiences.
• Assist with scheduling, task assignments, and shift coverage to maintain adequate front desk staffing.
• Oversee cash handling, posting of charges, and reconciliation of front office transactions in accordance with company policies.
• Train new front office team members on systems, procedures, and service standards.
• Maintain accurate records, reports, and logs related to occupancy, arrivals, departures, and guest feedback.

Skills

Front desk experience

Supervisory experience

Customer service

PMS proficiency

English communication

Organizational skills

Cash handling

Multitasking

Education

High school diploma

Job description

About The Role

As the Front Office Supervisor for our property, you will be a key leader in the daily operation of the front desk and lobby area. In this hourly, full-time role, you will oversee front office associates, ensure exceptional guest service, and maintain smooth and efficient check-in/check-out procedures. You will work closely with management and other departments to support a welcoming, well-organized front office environment that reflects our service standards and brand values.

What You’ll Do

• Supervise daily front office operations for a 123 room property, including check-in, check-out, and guest inquiries
• Lead, support, and motivate front desk associates to deliver consistently high levels of guest service
• Ensure all front office procedures, policies, and standards are followed and properly documented
• Monitor front desk performance, appearance, and professionalism, providing coaching and feedback as needed
• Handle guest concerns, complaints, and special requests promptly and courteously, escalating issues when necessary
• Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and smooth guest experiences
• Assist with scheduling, task assignments, and shift coverage to maintain adequate front desk staffing
• Oversee cash handling, posting of charges, and reconciliation of front office transactions in accordance with company policies
• Train new front office team members on systems, procedures, and service standards
• Maintain accurate records, reports, and logs related to occupancy, arrivals, departures, and guest feedback
• Support the implementation of upselling, cross-selling, and guest loyalty initiatives at the front desk
• Ensure compliance with safety, security, and confidentiality guidelines for guests and staff
• Participate in regular staff meetings and contribute to continuous improvement of front office operations

Qualifications

• Previous front office or front desk experience in hospitality or a similar customer-facing environment
• Prior supervisory or team lead experience, preferably in a hotel or lodging setting
• Strong customer service skills with the ability to handle challenging situations calmly and professionally
• Proficiency with hotel property management systems (PMS) and basic office software (e.g., email, spreadsheets)
• Excellent verbal and written communication skills in English
• Strong organizational skills and attention to detail in a fast-paced environment
• Ability to work a full-time hourly schedule, including evenings, weekends, and holidays as needed
• Reliable, punctual, and able to manage multiple tasks while maintaining service quality
• Basic understanding of cash handling and reconciliation procedures
• High school diploma or equivalent; additional hospitality or business-related education is a plus