What are the responsibilities and job description for the Hilton Garden Inn - Front Office Supervisor position at Lexima?
Front Office Supervisor – Job Description
Property: Hilton Garden Inn
Department: Front Office / Guest Services
Reports To: Front Office Manager or General Manager
Position Summary
The Front Office Supervisor assists in managing the daily operations of the front desk to ensure exceptional guest service and efficient hotel operations. This role supports front desk team members, resolves guest concerns, and ensures brand standards are consistently followed to deliver the high level of hospitality expected at a Hilton Garden Inn property.
Essential Job Functions
Front Desk Operations
Supervise front desk agents during assigned shifts and ensure smooth daily operations
Ensure all guests are greeted and assisted in a friendly, professional manner
Monitor check-in and check-out processes for efficiency and accuracy
Ensure proper cash handling, billing accuracy, and folio management
Ensure compliance with hotel procedures, policies, and brand standards
Guest Service
Handle guest concerns, complaints, and service recovery in a professional and timely manner
Provide assistance with reservations, room assignments, and special requests
Ensure VIP guests, Hilton Honors members, and group guests receive appropriate recognition and service
Team Leadership
Assist in training and mentoring front desk associates
Provide guidance and support to team members during shifts
Help maintain a positive and productive team environment
Communicate operational updates and expectations to staff
Operational Support
Coordinate with housekeeping and maintenance to ensure room readiness and guest satisfaction
Assist with daily reports, shift audits, and operational documentation
Support implementation of hotel initiatives, promotions, and guest service programs
Ensure front desk area remains clean, organized, and professional
Safety and Compliance
Ensure adherence to hotel safety procedures and emergency protocols
Maintain confidentiality of guest information
Follow all company and brand policies regarding guest service and operations
Qualifications
High school diploma or equivalent required; hospitality or business education preferred
Minimum 1–2 years hotel front desk experience required
Previous supervisory or leadership experience preferred
Strong customer service and problem-solving skills
Excellent communication and interpersonal abilities
Ability to work flexible schedules including nights, weekends, and holidays
Experience with hotel property management systems preferred
Physical Requirements
Ability to stand for extended periods of time
Ability to lift up to 25 pounds occasionally
Ability to perform tasks requiring bending, reaching, and movement around the front desk area
Work Environment
This position operates in a fast-paced hospitality environment requiring frequent interaction with guests, team members, and hotel management to ensure an exceptional guest experience.