Guest Experience Lead – Front Office Supervisor

Hilton; Miami Beach (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Hilton in Miami Beach is seeking a Front Office Supervisor to oversee daily front office operations, ensuring smooth check-ins, check-outs and exceptional guest service. You will lead the front desk team, manage lobby flow, and respond to guest inquiries to uphold Hilton's hospitality standards.

The role emphasizes training, real-time feedback, and proactive problem resolution to create memorable stays for every guest, in line with Hilton's values of integrity, leadership and accountability.

Qualifications

• Supervise front office operations and delivery of guest service.
• Lead day-to-day team operations and training.
• Resolve guest issues and escalations with the team.

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 supervision

Guest service delivery

Team leadership

Staff training

Problem resolution

Lobby management

Customer service

Job description

Hilton in Miami Beach is seeking a Front Office Supervisor to oversee daily front office operations, ensuring smooth check-ins, check-outs and exceptional guest service. You will lead the front desk team, manage lobby flow, and respond to guest inquiries to uphold Hilton's hospitality standards.

The role emphasizes training, real-time feedback, and proactive problem resolution to create memorable stays for every guest, in line with Hilton's values of integrity, leadership and accountability.