Guest Experience Supervisor - Front Desk

Embassy Suites by Hilton; Independence Township (OH); On-site; USD 23,000 - 30,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible Spending Accounts (FSA)

Health Savings Account (HSA)

Long-Term Disability Insurance

Company-Paid Life Insurance

401(k) Retirement Plan

Paid Time Off & Holidays

Employee Referral Program

Discounted room rates

Job summary

Embassy Suites Cleveland Rockside in Independence, OH seeks a Front Desk Supervisor to lead guest services in a full-time role. You will supervise check-in/out, manage the PMS system, and train staff to deliver exceptional service.

Two years of front desk and supervisory experience is preferred, with Hilton exposure a plus. The role emphasizes guest satisfaction, attendance, and teamwork in a bustling hotel environment.

Qualifications

• Two years combined front desk and supervisor experience.
• Prior Hilton experience preferred.

Responsibilities

• Greet guests with a friendly, sincere welcome and provide accurate information about hours and local attractions.
• Complete registration using the PMS, assign rooms, code keys, and close guest accounts at checkout.
• Answer calls in clear English and relay messages to guests and staff.
• Coordinate group arrivals, pre-arrival packets, and arrivals logistics.
• Train new agents on daily duties, cash handling, CRM Toolbox, and PMS procedures.
• Monitor time and attendance; reinforce attendance policy and address non-compliance.
• Collaborate with supervisory and management staff to maintain a high Associate Satisfaction score.
• Assist other front desk staff as needed and handle related duties from management.

Skills

Guest Service

Team Leadership

CRM Tools

PMS System

Tools

CRM Toolbox

PMS System

Job description

Embassy Suites Cleveland Rockside in Independence, OH seeks a Front Desk Supervisor to lead guest services in a full-time role. You will supervise check-in/out, manage the PMS system, and train staff to deliver exceptional service.

Two years of front desk and supervisory experience is preferred, with Hilton exposure a plus. The role emphasizes guest satisfaction, attendance, and teamwork in a bustling hotel environment.