Front Office Supervisor

Generation Hospitality; Bozeman (MT); On-site; USD 33,062 - 35,817; Full time

Job summary

Generation Hospitality seeks a Front Office Supervisor for Hilton Garden Inn Bozeman. This hourly, full-time role oversees front desk staff, manages check-in/check-out, and upholds service standards to ensure a welcoming, efficient lobby and guest experience.

You will monitor performance, coach staff, handle guest issues, and collaborate with housekeeping and maintenance to ensure room readiness and smooth operations.

Qualifications

• Experience in front office or front desk in hospitality
• Previous supervisory or team lead experience
• Strong customer service skills for challenging situations
• Proficiency with PMS and basic office software

Responsibilities

• Supervise daily front office operations for a 123-room property including check-in and check-out
• Lead, support, and motivate front desk staff to deliver high guest service
• Ensure all front desk procedures and standards are followed and documented
• Monitor front desk performance, appearance, and professionalism with coaching and feedback
• Handle guest concerns and special requests promptly and escalate when needed
• Coordinate with housekeeping, maintenance and other departments for smooth guest experiences
• Assist with scheduling, task assignments, and shift coverage
• Oversee cash handling, posting of charges, and reconciliation of front office transactions
• Train new front office team members on systems, procedures and service standards
• Maintain accurate occupancy, arrivals, departures, and guest feedback records
• Support upselling, cross-selling, and guest loyalty initiatives at the front desk
• Ensure safety, security and confidentiality guidelines are followed
• Participate in staff meetings and continuous improvement of front office operations

Skills

Front desk supervision

Customer service

PMS proficiency

Communication skills

Organization

Education

High school diploma

Tools

PMS systems

Office software

Job description

About this position

About Generation Hospitality

As a recognized leader in the hospitality industry, Hilton Garden Inn Bozeman brings unparalleled expertise in marketing, sales, operations and revenue management.

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

The pay range for this role is: 24 - 26 USD per hour (Hilton Garden Inn Bozeman)