Front Office Supervisor

Location: Hilton Garden Inn Mount Laurel, New Jersey

Position Summary

The Front Office Supervisor is responsible for supporting the daily operations of the Front Desk and ensuring exceptional guest service throughout the guest experience. This role assists in supervising front office team members, oversees guest check-in and check-out procedures, resolves guest concerns, and helps maintain Hilton brand standards. The Front Office Supervisor serves as a leader on duty, promoting a welcoming atmosphere and ensuring efficient hotel operations.

Essential Duties and Responsibilities

• Supervise and support Front Desk Agents during assigned shifts.
• Ensure smooth and efficient guest check-in and check-out processes.
• Provide outstanding guest service and promptly resolve guest inquiries, requests, and complaints.
• Assist with training, coaching, and mentoring front office team members.
• Monitor adherence to Hilton brand standards, hotel policies, and service procedures.
• Review daily arrivals, departures, VIP guests, group blocks, and special requests.
• Coordinate with Housekeeping, Maintenance, Sales, and other departments to ensure guest satisfaction.
• Handle room assignments, room moves, upgrades, and inventory management.
• Assist with scheduling, shift coverage, and daily task assignments.
• Ensure accurate cash handling, billing, and credit card procedures.
• Perform daily audits, reports, and operational checklists as assigned.
• Monitor guest satisfaction scores and identify opportunities for service improvement.
• Serve as Manager on Duty when required and assist in emergency response situations.
• Maintain a professional appearance and foster a positive team environment.

Qualifications

• High school diploma or equivalent required; associate degree in Hospitality Management preferred.
• Minimum of 1–2 years of hotel front desk experience required.
• Previous supervisory or leadership experience preferred.
• Experience with hotel Property Management Systems (PMS) such as OnQ, Opera, or similar systems preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to multitask and work effectively in a fast-paced hospitality environment.
• Flexible schedule, including evenings, weekends, and holidays.

Skills and Competencies

• Guest relations and service recovery
• Leadership and team development
• Conflict resolution
• Cash handling and financial accuracy
• Organizational and time management skills
• Strong verbal and written communication
• Attention to detail and professionalism

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to work at a computer and operate office equipment.
• Ability to respond quickly to guest and operational needs throughout the property.

Benefits

• Competitive compensation
• Health, dental, and vision insurance (where eligible)
• Paid time off
• Hilton Team Member Travel Program
• Professional development and advancement opportunities
• Supportive and team-oriented work environment

Reporting Relationship

Reports To: Front Office Manager and/or General Manager

Supervises: Front Desk Agents, Night Auditors (during assigned shifts), and Guest Service Representatives

Hilton Garden Inn Mount Laurel is an Equal Opportunity Employer committed to creating an inclusive and welcoming workplace.