Front Desk Supervisor – Full Time

DoubleTree by Hilton St. Louis Forest Park
St. Louis, MO

Job Summary

DoubleTree by Hilton St. Louis Forest Park is seeking an experienced and dependable Front Desk Supervisor to help lead our Front Office team.

This is a hands-on leadership position. The Front Desk Supervisor is responsible for leading the assigned shift, supporting Guest Service Agents, resolving guest concerns, maintaining strong operational controls, and ensuring consistent communication between the Front Desk and other hotel departments.

We are looking for someone who can lead the shift, make decisions, coach the team, and take ownership of the guest experience.

Key Responsibilities

• Lead and provide direction to Guest Service Agents during the assigned shift.
• Ensure check-ins, check-outs, room assignments, special requests, groups, and Hilton Honors recognition are handled accurately.
• Maintain a visible and professional presence at the Front Desk and in the lobby.
• Resolve guest concerns promptly and provide appropriate service recovery within established guidelines.
• Escalate significant guest or operational issues to Front Office leadership when necessary.
• Complete and verify Front Desk checklists, shift logs, cash drawers, key controls, market transactions, and pass-on communication.
• Monitor arrivals, departures, room status, VIPs, special requests, and high-balance concerns.
• Coordinate closely with Housekeeping and Engineering regarding room readiness, maintenance concerns, and guest requests.
• Assist with call-outs and staffing coverage according to established procedures.
• Provide real-time coaching and direction to Front Desk associates.
• Document recurring attendance, performance, or conduct concerns for management follow-up.
• Ensure the Front Desk, lobby, and back-office areas remain clean, organized, secure, and professional.
• Serve as the first operational escalation point when a manager is not immediately available.
• Support hotel service standards and Hilton/DoubleTree brand expectations.

Qualifications

• At least 1 year of hotel Front Desk experience required.
• Previous supervisory, lead, or management experience preferred.
• Hilton or DoubleTree experience is a plus.
• Hilton PEP or comparable hotel PMS experience preferred.
• Strong guest-service and problem-solving skills.
• Experience with hotel billing, payment processing, and cash handling.
• Ability to remain professional and make sound decisions during busy periods and guest escalations.
• Strong communication and organizational skills.
• Dependable attendance and reliable transportation.
• Ability to coach and hold team members accountable while maintaining a positive, professional work environment.

Schedule

This is a full-time position in a 24-hour hotel operation. Candidates must have scheduling flexibility based on business needs, including evenings, weekends, and holidays. Occasional coverage of other shifts may be required.

Physical Requirements

The position requires extended periods of standing, frequent computer and telephone use, and regular movement throughout the lobby and hotel. Must be able to occasionally lift or move up to 25 pounds.

What We’re Looking For

We are looking for more than someone who can work the Front Desk. We need a supervisor who is comfortable taking ownership of the shift, supporting the team, addressing problems before they escalate, and maintaining accountability.

The right candidate will understand that great hotel operations require strong communication between Front Office, Housekeeping, Engineering, and hotel leadership.

Apply Today

If you have hotel Front Desk experience and are ready to take the next step into a leadership role, we encourage you to apply with an updated resume or detailed work history.

DoubleTree by Hilton St. Louis Forest Park is an Equal Opportunity Employer. Employment decisions are based on business needs, job requirements, and individual qualifications without unlawful discrimination or retaliation.

Pay: $18.00 - $20.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off

Work Location: In person