Front Office Supervisor / Manager On Duty - Franchise

Job Requirements

Position Summary

The Front Office Supervisor / Manager on Duty is responsible for overseeing the daily operations of the front desk, ensuring exceptional guest service, and supporting hotel management during assigned shifts. This role acts as the primary contact for guests and staff, resolving issues promptly while maintaining Hilton brand standards and operational efficiency.

Key Responsibilities

Guest Service

• Ensure all guests receive professional and friendly service in accordance with Hilton brand standards.
• Handle guest complaints, special requests, and service recovery situations.
• Monitor guest satisfaction and take corrective actions when needed.
• Assist with VIP arrivals, group check-ins, and special events.

Front Desk Operations

• Supervise front desk staff during assigned shifts.
• Oversee check-in and check-out procedures.
• Ensure accurate room assignments, billing, and reservations.
• Monitor room availability, upgrades, and inventory.

Manager on Duty Responsibilities

• Act as the hotel's Manager on Duty, representing management during evenings, weekends, or overnight shifts.
• Address operational issues across departments when necessary.
• Respond to guest emergencies or security concerns.
• Ensure hotel policies and safety procedures are followed.

Staff Leadership

• Provide guidance and support to front office team members.
• Train and coach employees on customer service standards.
• Monitor employee performance and maintain team morale.

Administrative Duties

• Prepare daily reports and shift summaries.
• Coordinate with housekeeping, maintenance, and other departments.
• Ensure compliance with company policies, procedures, and service standards.

Work Experience

Qualifications

• Previous hotel front desk or hospitality experience preferred.
• Supervisory or leadership experience in hospitality is a plus.
• Strong customer service and communication skills.
• Ability to multitask and resolve guest concerns effectively.
• Familiarity with hotel property management systems (such as PEP).
• Flexible schedule including evenings, weekends, and holidays.

Key Skills

• Leadership and team management
• Guest service excellence
• Problem solving and conflict resolution
• Communication and organization
• Attention to detail
• Ability to work in a fast-paced hospitality environment

Physical & Work Environment Requirements

• Must be able to deliver items to guest rooms, including amenities, packages, or requested supplies.
• Ability to lift and carry packages or items as needed.
• Must be able to stand and walk for extended periods of time during shifts.
• Ability to work independently and manage responsibilities while working alone when required.
• Capable of multitasking and responding quickly to guest and operational needs.

Disclaimer

This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel's employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.