Guest Experience Supervisor — Front Desk

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

Job summary

Generation Hospitality Group is seeking a Front Office Supervisor for Hilton Garden Inn Bozeman to lead daily front desk operations for a 123-room property. The role includes supervising front desk staff, ensuring exceptional guest service, and maintaining smooth check-in/check-out processes.

You will coordinate with housekeeping and other departments, monitor performance, and train new team members while upholding safety and confidentiality standards.

Qualifications

• Previous front office or front desk experience in hospitality or a similar customer-facing environment.
• Prior supervisory or team lead experience, preferably in a hotel or lodging setting.
• Strong customer service skills with the ability to handle challenging situations calmly and professionally.
• Proficiency with hotel property management systems (PMS) and basic office software (e.g., email, spreadsheets).
• Excellent verbal and written communication skills in English.
• Strong organizational skills and attention to detail in a fast-paced environment.

Responsibilities

• Supervise daily front office operations for a 123 room property, including check-in, check-out, and guest inquiries.
• Lead, support, and motivate front desk associates to deliver consistently high levels of guest service.
• Ensure all front office procedures, policies, and standards are followed and properly documented.
• Monitor front desk performance, appearance, and professionalism, providing coaching and feedback as needed.
• Handle guest concerns, complaints, and special requests promptly and courteously, escalating issues when necessary.
• Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and smooth guest experiences.
• Oversee cash handling, posting of charges, and reconciliation of front office transactions in accordance with company policies.
• Train new front office team members on systems, procedures, and service standards.
• Maintain accurate records, reports, and logs related to occupancy, arrivals, departures, and guest feedback.
• Support the implementation of upselling, cross-selling, and guest loyalty initiatives at the front desk.

Skills

PMS software

Customer service

Staff supervision

Education

High school diploma

Tools

MS Office

Job description

Generation Hospitality Group is seeking a Front Office Supervisor for Hilton Garden Inn Bozeman to lead daily front desk operations for a 123-room property. The role includes supervising front desk staff, ensuring exceptional guest service, and maintaining smooth check-in/check-out processes.

You will coordinate with housekeeping and other departments, monitor performance, and train new team members while upholding safety and confidentiality standards.