Guest Experience Lead - Front Desk

Hilton Scottsdale Resort & Villas; Scottsdale (AZ); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Disability & life insurance

Employee assistance program

401(k) with match

Employee discounts

Paid time off

Job summary

Hilton Scottsdale Resort and Villas in Scottsdale, AZ is seeking a Front Office Supervisor to oversee daily front desk operations, ensure guest satisfaction, and support the Front Office Manager. You will lead a team handling check-ins, check-outs, reservations, and guest inquiries with professionalism and care.

The role emphasizes strong leadership, clear communication, and teamwork, with responsibilities including scheduling, cash handling, coordinating with housekeeping and other departments,

Qualifications

• Minimum 2 years of front desk operations experience in hospitality.
• Supervisory or leadership experience preferred.
• Familiarity with hotel PMS and reservation platforms.

Responsibilities

• Supervise and mentor front desk staff to deliver outstanding customer service that reflects the hotel's brand standards.
• Coordinate with housekeeping, concierge, and other departments to ensure smooth guest experiences.
• Handle guest concerns and resolve issues promptly and effectively, turning challenges into positive experiences.
• Assist in training new employees and fostering a collaborative, motivated team environment.
• Assist in requesting, organising, delivering special amenities to guests.
• Organize in-room decor for guests to celebrate special occasions.
• Monitor daily front office operations, including managing shift schedules, cash handling, ensuring accuracy in billing and room assignments.
• Assist in answering phones in PBX
• Assist in rooms control desk.
• Assist in room reservations.
• Assist bell services and baggage storage.
• Support management in implementing new processes and technology enhancements to improve front desk efficiency.
• Other duties as assigned.

Skills

Leadership

Team-building

Communication

Organizational skills

Multitasking

PMS familiarity

Education

High school diploma

Hospitality degree preferred

Tools

PMS

Reservations platforms

Job description

Hilton Scottsdale Resort and Villas in Scottsdale, AZ is seeking a Front Office Supervisor to oversee daily front desk operations, ensure guest satisfaction, and support the Front Office Manager. You will lead a team handling check-ins, check-outs, reservations, and guest inquiries with professionalism and care.

The role emphasizes strong leadership, clear communication, and teamwork, with responsibilities including scheduling, cash handling, coordinating with housekeeping and other departments,