Guest Experience Lead — Front Office Supervisor

Hilton; Austin (TX); On-site; USD 48,000 - 66,000; Full time

Benefits offered by this job

Incredible travel perks

Employee stock purchase program

Paid parental leave

Caregiving concierge

Crisis concierge

Mental health resources

Generous PTO

Health & welfare benefits

Financial security

Job summary

Hilton Austin is seeking a Front Office Supervisor to lead the front desk team, ensuring smooth check-ins, efficient check-outs, and consistently warm guest service that defines our hospitality.

You will manage daily operations, create schedules, train staff, and support colleagues in resolving guest concerns, while monitoring lobby flow to maintain service excellence throughout each shift.

Qualifications

• Experience supervising front office operations and delivering guest service
• Strong guest service orientation and problem-solving skills
• Ability to lead a team and manage daily front desk activities

Responsibilities

• Supervise front office team: Lead team members in performing all front office procedures, ensuring smooth check-ins, check-outs, and guest service delivery
• Lead day-to-day team operations: Create team schedules, assign tasks, lead pre-shift meetings, and provide training, guidance, and in the moment feedback
• Lead guest issue resolution: Respond to guest inquiries and concerns directly while supporting team members in in handling complex or escalated issues
• Manage lobby flow: Monitor guest traffic in the lobby and adjust team coverage in real time to maintain service efficiency

Skills

Front Office

Leadership

Guest Service

Team Scheduling

Job description

Hilton Austin is seeking a Front Office Supervisor to lead the front desk team, ensuring smooth check-ins, efficient check-outs, and consistently warm guest service that defines our hospitality.

You will manage daily operations, create schedules, train staff, and support colleagues in resolving guest concerns, while monitoring lobby flow to maintain service excellence throughout each shift.