The Embassy Suites by Hilton Santa Clara Silicon Valley is hiring a Front Office Supervisor to join the team. The Front Office Supervisor is responsible for managing the daily operations of the Front Desk to ensure exceptional guest service, efficient processes, and full compliance with Hilton brand standards. This leadership role requires a hands-on, highly motivated individual who is available to work all shifts, including weekends and holidays. The supervisor should lead by example and foster a guest-centric culture. The ideal candidate is proactive and solution-oriented, communicates effectively, and anticipates guest needs before issues arise. Additionally, they confidently hold team members accountable for their performance and service expectations. Exceptional Hospitality Starts with You 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.
The Front Office Supervisor will be responsible for the following: Communicates effectively both verbally and in writing to provide clear direction, coaching, and support to front office team members. Conducts shift briefings, delegates responsibilities, follows up on assignments, and addresses performance concerns professionally and consistently. Anticipates guest concerns and resolves issues proactively using sound judgment, professionalism, and strong problem-solving skills. Demonstrates initiative in preventing service failures and recovering guest experiences to maintain high guest satisfaction scores. Oversees daily front desk activities, including check-in/check-out procedures, room inventory management, guest requests, billing concerns, and emergencies. Makes operational decisions confidently and escalates issues appropriately when necessary. Maintains a strong presence in the lobby and front desk area by greeting guests warmly, engaging with professionalism, and ensuring all guests receive prompt, personalized, and attentive service. Ensures accountability among team members by reinforcing policies, service standards, attendance expectations, grooming standards, and operational procedures. Assists with training, mentoring, and performance development of Guest Service Agents. Here's what you'll do during a typical day Covers front desk shifts as operational needs require, including AM, PM, overnight, weekends, and holidays. Assists with guest relocations, service recovery, and VIP arrivals. Prepares daily reports, arrivals/departures forecasts, balance inventory and shift pass-down notes. Supports training and onboarding of new front desk team members. Coordinates with Housekeeping, Engineering, Sales, and Security departments to ensure seamless guest experiences. Assists with guest relocations, service recovery, and VIP arrivals. Monitors lobby presentation, gift shop, and front office cleanliness standards. When required, assists management with scheduling, coaching documentation, and operational follow-up. What It Takes to Make the Stay The ideal candidate must possess the following knowledge, skills, and abilities: At least 1 year of supervisory experience in a customer service environment. Hospitality experience is a plus. Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy, collect and analyze accurate information, and resolve conflicts. Ability to multitask and prioritize responsibilities effectively. Ability to anticipate operational and guest needs proactively. Ability to access and accurately input information using a moderately complex computer system, including Hilton property management systems. Highly guest-service oriented with a passion for hospitality and service recovery.
Ability to work under pressure and deal with stressful situations during busy periods. 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. How We'll Help You Thrive At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including
- : Incredible travel perks
- Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program Own a piece of Hilton
- Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future Paid parental leave
- Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents Personalized caregiving support
- Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones Crisis concierge
- In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care Mental health resources
- Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP) Generous paid time off (PTO)
- Recharge, relax, and take time for what matters most Health & welfare benefits
- From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered Financial security for your future
- Our retirement plans make it easier to save for what's next
- Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality. Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel. Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical. Curious about life at Hilton? Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
