Front Office Supervisor Hilton Altamonte - 3.0 Altamonte Springs, FL Job Details Full-time From $18 an hour 18 hours ago Benefits Health insurance Dental insurance 401(k) Vision insurance 401(k) matching Employee discount Qualifications Bilingual Teamwork Multilingual Performance management Team development Property management systems (PMS) Full Job Description Job Summary We are seeking a dynamic and energetic Front Office Supervisor to lead our front desk team and ensure exceptional guest experiences. In this pivotal role, you will oversee daily front office operations, manage guest services, and uphold the highest standards of hospitality management. Your leadership will foster a welcoming environment, streamline check-in and check-out procedures, and coordinate with various hotel departments to deliver seamless service. The ideal candidate is a proactive communicator with a passion for hospitality, multilingual abilities, and extensive hotel management experience. This paid position offers an exciting opportunity to influence guest satisfaction and operational excellence in a vibrant hospitality setting. Responsibilities 1. Leadership & Supervisory Foundation o Previous hotel front office experience with demonstrated readiness to supervise and support line-level team members. o Ability to lead by example, remain visible in the operation, and step directly into front desk, reservations, guest service, and other operational responsibilities when needed. o Serves as a key liaison between Front Office leadership and line-level team members by communicating expectations, priorities, operational updates, and guest service initiatives clearly and consistently. o Demonstrates sound judgment and confidence when making shift-level decisions, escalating matters appropriately to the Assistant Front Office Manager or Front Office Manager. 2. Guest Experience & Hilton Service Culture o Consistently models warm, professional, and personalized hospitality while reinforcing Hilton service standards and the "World's Most Hospitable Company" culture. o Recognizes and appropriately supports Honors Members, VIP guests, groups, and repeat guests while helping the team anticipate needs and personalize service. o Responds to guest concerns using Hilton service recovery principles, including HEART and Make It Right, while understanding when additional leadership involvement is appropriate. o Supports guest satisfaction initiatives by monitoring feedback, Kipsu communication, reviews, and recurring service opportunities during the shift. 3. Operational Knowledge & Shift Ownership o Strong working knowledge of daily Front Office operations, including arrivals, departures, room assignments, billing, credit procedures, reservations, group details, cash handling, service recovery, and shift reconciliation. o Expected to develop and maintain knowledge beyond the standard Guest Service Agent role, including opening and closing procedures, leadership checklists, reporting, operational troubleshooting, and departmental follow-up. o Must be trained and capable in the Night Audit process, including understanding audit procedures, system rollover, required reports, balancing, guest account concerns, and overnight operational responsibilities. o Provides shift coverage when operationally necessary, including AM, PM, weekend, holiday, and Night Audit coverage as needed. This operational flexibility is an expectation of the supervisory role and supports continuity of the department. 4. Team Communication, Coaching & Accountability o Conducts effective pre-shifts and communicates hotel activity, group information, VIPs, operational concerns, service goals, and leadership direction to the team. o Provides real-time coaching, recognition, redirection, and follow-up to reinforce standards and improve team performance. o Creates a respectful and approachable environment where team members can ask questions while maintaining clear expectations and accountability. o Documents and communicates important shift information, guest situations, performance concerns, and operational follow-up to the AFOM and FOM. 5. Training & Team Development o Supports onboarding and training of new Front Office team members using established checklists, Hilton resources, departmental procedures, and hands-on coaching. o Maintains strong personal knowledge of PEP and other Front Office systems so the Supervisor can serve as a reliable operational resource for the team. o Encourages continued learning, cross-training, and development while identifying team members who may be ready for additional responsibility or future leadership opportunities. 6. Departmental Collaboration o Works closely with Housekeeping, Engineering, Food & Beverage, Sales, Reservations, Security, and other departments to resolve guest concerns and maintain smooth hotel operations. o Understands that the Front Desk is often the communication hub of the hotel and ensures information is shared accurately, professionally, and promptly. o Supports group execution by reviewing group resumes, PEP remarks, special requests, room blocks, and other relevant information before and during the shift. 7. Accountability, Reliability & Professional Presence o Demonstrates dependable attendance, punctuality, schedule flexibility, and readiness to support the operation during staffing gaps, high occupancy, special events, or unexpected circumstances. o Takes ownership of assigned responsibilities and follows through without requiring repeated direction. o Maintains composure and professionalism during difficult guest interactions, staffing challenges, system issues, and high-volume periods. o Demonstrates integrity in handling guest information, keys, cash, credit transactions, hotel assets, and confidential team member information. 8. Performance, Revenue & Hilton Honors o Understands how Front Office performance influences guest satisfaction, loyalty, revenue, and the overall success of the hotel. o Actively supports Hilton Honors enrollment and recognition goals, upselling opportunities, and other Front Office revenue or engagement initiatives. o Helps reinforce departmental performance goals and encourages team participation through communication, coaching, recognition, and personal example. 9. Systems & Problem Solving o Demonstrates proficiency in PEP and applicable Front Office systems, communication platforms, reporting tools, and hotel technology. o Troubleshoots routine operational and system concerns independently when appropriate and knows when to escalate issues. o Anticipates potential challenges before they become larger guest or operational issues and works proactively toward solutions. 10. Growth Mindset & Leadership Readiness o Views the Front Office Supervisor role as a leadership position, not simply a senior line-level position, and demonstrates the initiative, accountability, and broader operational awareness that comes with that responsibility. o Seeks feedback and development opportunities and demonstrates a willingness to learn additional areas of the Front Office operation. o Builds the operational foundation needed for future advancement into Assistant Front Office Manager, Front Office Manager, or other hotel leadership roles. ________________________________________ What Makes This Role Critical?

Leadership Connection:

The FOS is the bridge between Front Office leadership and the line-level team, helping ensure leadership expectations become consistent actions on every shift.

Operational Continuity:

The FOS must understand more of the operation than a line-level position, including Night Audit, so the department has dependable leadership coverage across shifts.

Guest Experience Champion:

The FOS is often the first leadership presence available to both guests and team members and plays an immediate role in service recovery, communication, and problem resolution.

Leadership Pipeline:

The position should develop the knowledge, judgment, flexibility, and accountability needed to prepare strong performers for future AFOM, FOM, and broader hotel leadership opportunities. Supervise front desk staff, including training, scheduling, and performance management to ensure efficient operations. Oversee guest check-in and check-out processes using property management systems (PMS) such as OPERA or similar platforms. Handle guest inquiries, complaints, and requests with professionalism and promptness, ensuring high levels of customer service. Coordinate reservations through hospitality reservation systems, optimizing room occupancy and revenue. Maintain accurate records of guest information, billing details, and night audit procedures to ensure financial accuracy. Enforce hotel emergency procedures and safety protocols to safeguard guests and staff at all times. Communicate effectively via phone and in person with guests, vendors, and team members using proper phone etiquette and client communication skills. Support guest relations initiatives by providing personalized service that exceeds expectations. Assist in managing front office supplies inventory and ensuring the cleanliness and organization of the front desk area. Collaborate with housekeeping, maintenance, and security teams to resolve issues swiftly and maintain operational flow. Experience Proven experience in hospitality management or front desk supervision within a hotel or resort environment. Familiarity with property management systems (PMS), especially OPERA or equivalent platforms. Strong background in customer service, guest relations, and problem-solving within a hospitality setting. Multilingual or bilingual skills are highly desirable to enhance client communication across diverse guest populations. Knowledge of hotel emergency procedures, night audit processes, and resort operations is preferred. Demonstrated ability to lead a team effectively while maintaining high standards of hospitality service. Previous experience working with hotel management systems and reservation platforms is essential for success in this role. Join us as a Front Office Supervisor to lead with enthusiasm, elevate guest experiences, and be part of a passionate team dedicated to excellence in hospitality!

Pay:

From $18.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Vision insurance

Work Location:

In person