Front Desk Supervisor

DRIFTWOOD HOSPITALITY MANAGEMENT•West Palm Beach, FL

18d•Onsite

About The Position

The Canopy by Hilton West Palm Beach is more than a hotel; it’s an extension of the neighborhood. Located in the heart of downtown, we are a sun-drenched, design-forward retreat where local charm meets modern luxury. From our glass-enclosed lobby to our lush rooftop, every detail is curated to give our guests a "positive stay" that feels authentic to the Florida coast. As a Front Office Supervisor, you are the Lead Enthusiast. You don’t just manage a desk; you orchestrate the vibe of the lobby, lead a high-energy team, and act as the ultimate connector between our guests and the best of West Palm. The Role As the Front Office Supervisor, you will oversee the daily flow of our "Canopy Central" (the lobby), ensuring our team of Enthusiasts provides a seamless, personalized experience. You’ll balance the technical side of rooms management with the creative side of boutique hospitality, stepping in as a mentor, a problem-solver, and a local expert.

Requirements

A Natural Leader: Someone who leads by example with a polished, professional, and energetic presence.
Cool & Collected: Able to juggle high-occupancy rushes and guest requests without losing your "Canopy" glow.
A Storyteller: Passionate about West Palm Beach and eager to share the local culture with visitors.
Detail-Oriented: You notice the little things—from a crooked pillow in the lobby to a VIP guest’s specific preference.
Flexible: Ready to work a variety of shifts, including weekends and holidays, in a vibrant downtown environment.
Any combination of education and experience equivalent and graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.
High school diploma preferred.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Two years combined prior front desk and supervisor experience.
Considerable skill in the use of a calculator and prepare moderately complex mathematical calculations without error.
Ability to read, listens, and communicates effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to stand and move throughout front office and continuously performs essential job functions.
Standing 95% of shift Lifting up to 25 pounds maximum.
Occasional twisting, bending, stooping, reaching, standing, walking.
Frequent talking, hearing, seeing and smiling.

Nice To Haves

2+ years in hospitality or high-end customer service.
Previous supervisory or "Lead" experience in a hotel setting.
Familiarity with Hilton systems (OnQ or PEP) is a major plus, but we value personality and leadership potential above all.

Responsibilities

Empower the Team: Lead and mentor Front Desk Enthusiasts to deliver spontaneous, warm service that goes beyond the script.
Master the Arrival: Oversee check-ins, check-outs, and room assignments, ensuring every "Welcome Gift" and "Paws in the Neighborhood" detail is perfect.
Be the Local Guide: Share insider knowledge of Clematis Street, The Square, and hidden waterfront gems to create tailored guest itineraries.
Resolve with Grace: Act as the first point of contact for guest concerns, turning challenges into "positive stay" moments with empathy and speed.
Operational Flow: Coordinate closely with Housekeeping and Valet teams to ensure room readiness and a smooth arrival/departure transition.
Brand Standards: Maintain the aesthetic and organization of the Canopy Central area, ensuring it always feels inviting and fresh.