Front Office Supervisor — Lead Guest Experience

Branscome; City of Schenectady (NY); On-site; USD 21,593 - 30,754; Full time

Job summary

Homewood Suites by Hilton in Schenectady, NY is seeking a Front Office Supervisor to oversee front desk staff, ensure smooth operations, and drive guest satisfaction. The role involves leading a team, maintaining service standards, and supporting revenue management initiatives.

The supervisor will model best practices, train staff on Hilton standards, and ensure accurate cash handling and shift coverage. Weekend availability is required to meet guest needs and department targets.

Qualifications

• Minimum 1 year of experience in a similar position.
• Flexible with work hours and weekends.
• High school diploma or equivalent; hospitality management degree a plus.
• Excellent interpersonal and communication skills with a customer-centric approach.
• Strong leadership and team management abilities.
• Proficient in using front desk software and computer systems.
• Solid organizational and multitasking skills.
• Maintains professional relationships and open lines of communication with managers and teams.

Responsibilities

• Provide the highest quality of service to the customer at all times.
• Check guests in and out efficiently and in a friendly manner.
• Handle guest mail and messages per established procedures.
• Develop knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
• Take reservation requests efficiently.
• Answer the switchboard with proper telephone etiquette.
• Block rooms and handle special requests.
• Monitor room availability and assist with yield management and restrictions.
• Handle safe deposits by guests per established procedures.
• Keep lobby and desk area clean and presentable.
• Have knowledge of emergency and security procedures.

Skills

Customer service

Leadership

Communication

Front desk software

Team management

Multitasking

Education

HS diploma or equivalent

Hospitality degree (plus)

Tools

PMS software

Job description

Homewood Suites by Hilton in Schenectady, NY is seeking a Front Office Supervisor to oversee front desk staff, ensure smooth operations, and drive guest satisfaction. The role involves leading a team, maintaining service standards, and supporting revenue management initiatives.

The supervisor will model best practices, train staff on Hilton standards, and ensure accurate cash handling and shift coverage. Weekend availability is required to meet guest needs and department targets.