Front Office Supervisor

Hilton Dallas/Southlake Town Square; Southlake (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Front Desk Supervisor to lead a team in delivering exceptional guest experiences. This role involves overseeing front desk operations, ensuring smooth check-in and check-out processes, and maintaining high associate satisfaction scores. The ideal candidate will possess strong communication skills and supervisory experience, fostering a positive work environment while managing customer interactions. Join a team that values flexibility and offers employee benefits like discounts and health insurance, making it an exciting opportunity for growth in the hospitality sector.

Benefits

Employee discounts at Hilton Hotels

Employee of the Quarter

Quarterly Team Celebrations

Complimentary Meals

Flexible Spending

Room & Food Discounts

401(k)

Health Insurance

Dental Insurance

Vision Insurance

Qualifications

• 2+ years of front desk and supervisory experience required.
• Effective communication, patience, and diplomacy are essential.

Responsibilities

• Provide guidance and leadership as Front Desk Supervisor.
• Ensure high-quality customer service and manage staff effectively.

Skills

Effective communication skills

Supervisory experience

Mathematical calculations

Customer service

Education

High school diploma or equivalent

Higher education preferred

Tools

PMS system

CRM Toolbox

Calculator

Job description

The Hilton Southlake Town Square, one of Hilton's most prestigious properties in North America, consistently ranks in the top 10% for guest service and cleanliness. Our Connie Award-winning hotel features 248 guest rooms and over 28,000 sq ft of meeting space overlooking Southlake Town Square.

We offer employee discounts at Hilton Hotels and Resorts, Employee of the Quarter, Quarterly Team Celebrations, Complimentary Meals, and a fun work environment!

Job Summary

Provides guidance and leadership as the Front Desk Supervisor, ensuring consistent quality customer service.

Essential Job Functions

This summary highlights primary responsibilities and qualifications. The hotel operates 24/7, requiring flexible shifts.

1. Communicate effectively to provide clear direction, observe performance, and encourage improvement.
2. Greet guests warmly, listen to requests, respond appropriately, and provide accurate information.
3. Complete registration promptly, input and retrieve information, assign rooms, code keys, and handle check-out procedures. Stand and move continually in the front office area.
4. Verify credit cards, handle cash, record vouchers, and perform arithmetic functions. Post charges and balance accounts accurately.
5. Answer calls professionally, input and retrieve messages, and handle mail and packages.
6. Remain calm during emergencies or busy periods, resolve customer issues, and make decisions based on experience and judgment, including authorizing revenue allowances when necessary.
7. Manage third-party billing, group arrivals, pre-arrival packets, and ensure smooth check-in/out flow.
8. Train new staff on duties, cash handling, CRM Toolbox, and PMS system compliance.
9. Monitor staff attendance, reinforce policies, and address non-compliance.
10. Ensure high associate satisfaction scores and work with management to maintain a positive environment.
11. Be familiar with all shifts, including Night Audit and PBX, and serve as Manager on Duty in absence of the Front Office Manager.
12. Handle lost and found items, guest keys, and adhere to all policies and safety procedures.
13. Report unsafe conditions, accidents, injuries, and property issues. Maintain a neat appearance and assist team members as needed.

Knowledge, Skills & Abilities

• High school diploma or equivalent; higher education preferred.
• Effective communication skills, patience, tact, and diplomacy.
• At least two years of front desk and supervisory experience.
• Proficiency with calculators, computer systems, and mathematical calculations.
• Good hearing and visual ability to observe emergencies.

Physical Demands

• Stand and move throughout the front office; lift up to 25 pounds.
• Occasional bending, twisting, reaching, and walking.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), Dental, Disability, Health, Life, Vision Insurance
• Paid Time Off, Employee Assistance, Flexible Spending, Room & Food Discounts

EEO: Driftwood Hospitality Management promotes diversity and inclusion. We are an equal opportunity employer, considering qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic info, veteran status, or other protected categories.

Source: Driftwood Hospitality