Guest Experience Lead, Front Desk

The Margot Hotel; San Diego (CA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hilton travel discounts

Health insurance

Paid time off

Career growth

Training programs

Job summary

The Margot Hotel in San Diego, CA is seeking a Front Office Supervisor to oversee daily Front Office operations, lead on-duty colleagues, and uphold Hilton's Outset Collection standards, ensuring an exceptional guest experience.

This role trains and guides Front Desk Agents, handles guest check-ins/check-outs, resolves service issues, and coordinates with Housekeeping, Engineering, and F&B to meet guest needs. A 1–2 year hospitality background and a flexible schedule are required.

Qualifications

• High school diploma or equivalent required.
• 1–2 years in hotel front desk or guest services.
• Lead/supervisory experience preferred.
• Strong guest service, communication, and interpersonal skills.
• Able to resolve guest concerns and make decisions quickly.
• Flexible schedule including evenings, weekends, and holidays.
• Basic computer proficiency; hotel PMS experience preferred.

Responsibilities

• Lead front desk operations during shifts and ensure service standards.
• Greet guests warmly and manage check-ins/outs.
• Assist with check-ins, check-outs, room assignments and payments.
• Escalate guest concerns and provide service recovery.
• Coordinate with Housekeeping, Engineering, F&B.
• Review daily arrivals, VIPs, and special requests.
• Maintain confidentiality of guest records.
• Monitor lobby and front desk appearance.
• Support scheduling, coaching, and onboarding.
• Complete shift reports and balance cash drawers.
• Follow Hilton/Outset Collection standards.

Skills

Guest service

Communication

Interpersonal skills

Organizational skills

Leadership

Cash handling

Education

High school diploma or equivalent

Tools

PMS (hotel software)

Job description

The Margot Hotel in San Diego, CA is seeking a Front Office Supervisor to oversee daily Front Office operations, lead on-duty colleagues, and uphold Hilton's Outset Collection standards, ensuring an exceptional guest experience.

This role trains and guides Front Desk Agents, handles guest check-ins/check-outs, resolves service issues, and coordinates with Housekeeping, Engineering, and F&B to meet guest needs. A 1–2 year hospitality background and a flexible schedule are required.