Guest Experience Leader, Front Desk Supervisor

Generation Hospitality; Bozeman (MT); On-site; USD 33,062 - 35,817; Full time

Job summary

Generation Hospitality seeks a Front Office Supervisor for Hilton Garden Inn Bozeman. This hourly, full-time role oversees front desk staff, manages check-in/check-out, and upholds service standards to ensure a welcoming, efficient lobby and guest experience.

You will monitor performance, coach staff, handle guest issues, and collaborate with housekeeping and maintenance to ensure room readiness and smooth operations.

Qualifications

• Experience in front office or front desk in hospitality
• Previous supervisory or team lead experience
• Strong customer service skills for challenging situations
• Proficiency with PMS and basic office software

Responsibilities

• Supervise daily front office operations for a 123-room property including check-in and check-out
• Lead, support, and motivate front desk staff to deliver high guest service
• Ensure all front desk procedures and standards are followed and documented
• Monitor front desk performance, appearance, and professionalism with coaching and feedback
• Handle guest concerns and special requests promptly and escalate when needed
• Coordinate with housekeeping, maintenance and other departments for smooth guest experiences
• Assist with scheduling, task assignments, and shift coverage
• Oversee cash handling, posting of charges, and reconciliation of front office transactions
• Train new front office team members on systems, procedures and service standards
• Maintain accurate occupancy, arrivals, departures, and guest feedback records
• Support upselling, cross-selling, and guest loyalty initiatives at the front desk
• Ensure safety, security and confidentiality guidelines are followed
• Participate in staff meetings and continuous improvement of front office operations

Skills

Front desk supervision

Customer service

PMS proficiency

Communication skills

Organization

Education

High school diploma

Tools

PMS systems

Office software

Job description

Generation Hospitality seeks a Front Office Supervisor for Hilton Garden Inn Bozeman. This hourly, full-time role oversees front desk staff, manages check-in/check-out, and upholds service standards to ensure a welcoming, efficient lobby and guest experience.

You will monitor performance, coach staff, handle guest issues, and collaborate with housekeeping and maintenance to ensure room readiness and smooth operations.