Front Desk Supervisor

Position Summary

The Front Desk Supervisor plays a key role in delivering exceptional guest service and ensuring smooth front office operations. The role serves as the first point of contact for front desk agents, guests and supports daily hotel operations while upholding service standards, policies, and brand expectations.

Essential Duties & Responsibilities

• Supervise front desk operations during assigned shifts
• Lead, coach, and support front desk staff to ensure service excellence
• Assist with scheduling, training, onboarding, and performance feedback
• Monitor front desk accuracy, service delivery, and operational efficiency
• Handle escalated guest issues and service recovery situations
• Ensure compliance with brand standards, hotel policies, and procedures
• Prepare daily reports, logs, audits, and front office documentation
• Oversee cash handling, shift balancing, and billing accuracy
• Act as Manager on Duty when assigned
• Support overall guest satisfaction, revenue protection, and operational goals

Qualifications

• Minimum of 2 years of Front Office/Guest Services experience required.
• Previous Management/Supervisory experience required.
• Knowledge of PEP is required.
• Previous experience with Hilton brands and standards required.
• Previous work with loyalty programs and guest relations considered an asset.
• University or College degree in Hotel and Restaurant Management/ Business Administration considered an asset.
• Health & Safety Committee experience is considered an asset.

Requirements

• Must be able to work PM shifts and Weekends
• Ability to stand for extended periods
• Ability to lift 25–30 pounds occasionally
• Ability to move throughout the property as needed

Pay: $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person