Front Office Supervisor l DoubleTree Waterfront Hotel & Residences

Job Identification: 220538

Job Category: Guest Services, Operations, and Front Office

Job Schedule: Full time

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Front Office Supervisor , you’re not just supervising daily front office operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here's what you'll do during a typical day:

• Supervise front office team:
  Lead team members in performing all front office procedures, ensuring smooth check-ins, check-outs, and guest service delivery

• Lead day-to-day team operations:
  Create team schedules, assign tasks, lead pre-shift meetings, and provide training, guidance, and in-the-moment feedback

• Lead guest issue resolution:
  Respond to guest inquiries and concerns directly while supporting team members in handling complex or escalated issues

• Manage lobby flow:
  Monitor guest traffic in the lobby and adjust team coverage in real time to maintain service efficiency

• Manage special projects:
  Lead department initiatives or ad-hoc assignments

• Supervise and support the daily operations of the Front Office, ensuring smooth and efficient guest service in line with Hilton standards.

• Lead, coach, and motivate Front Office team members to deliver exceptional hospitality and a consistent guest experience.

• Monitor guest satisfaction and promptly address guest requests, concerns, and feedback to ensure a positive resolution.

• Support the Front Office Manager in achieving departmental goals, service standards, and operational targets.

• Ensure accurate handling of guest accounts, cash, credit transactions, and other Front Office procedures in accordance with hotel policies.

• Monitor room availability, room status, arrivals, departures, VIPs, and special requests to ensure effective daily operations.

• Coordinate closely with Housekeeping, Reservations, Engineering, and other departments to ensure seamless guest service.

• Conduct regular briefings and ensure the team is kept informed of hotel activities, guest requirements, and operational updates.

• Assist with training, coaching, and performance development of Front Office team members.

• Ensure compliance with Hilton brand standards, hotel policies, health and safety requirements, and security procedures.

• Identify opportunities to improve service delivery, operational efficiency, and guest satisfaction.

• Support the handling of VIP guests, groups, and special events, ensuring personalized service and attention to detail.

• Prepare and maintain accurate departmental records and reports as required.

• Demonstrate Hilton values and lead by example in delivering a culture of hospitality, teamwork, and service excellence.

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

• Minimum 2–3 years of Front Office experience in a hotel environment, preferably with supervisory experience.

• Previous hotel experience is preferred.

• Strong knowledge of Front Office operations, guest services, and hotel systems.

• Excellent communication, interpersonal, and problem-solving skills.

• Strong leadership and team management abilities, with a passion for developing team members.

• Guest-focused with a commitment to delivering exceptional hospitality and Hilton service standards.

• Good organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Proficiency in English; additional languages are an advantage.

• Knowledge of Opera or other hotel Property Management Systems is preferred.

At Hilton, we don't just deliver exceptional experiences for our…