Front Desk Supervisor PM

DoubleTree by Hilton Greeley at Lincoln Park•Greeley, CO

1d•Onsite

About The Position

The Front Desk Supervisor is responsible for overseeing the daily operations of the front desk team to ensure a smooth and efficient guest experience. This role supports the Front Office Manager by supervising staff, handling escalated guest concerns, and ensuring adherence to Hilton brand standards. The Front Desk Supervisor leads by example, providing exceptional service and willingly diffusing challenging situations with professionalism and empathy.

Requirements

High school diploma or equivalent required; hospitality or business coursework preferred.
Minimum 1–2 years of front desk or guest services experience, with at least 1 year in a supervisory or lead role.
Strong leadership, communication, and conflict resolution skills.
Ability to remain calm and professional in high-pressure or emotionally charged situations.
Proficiency in hotel property management systems (Hilton OnQ preferred) and Microsoft Office.
Flexible availability, including nights, weekends, and holidays.
Ability to stand for extended periods and lift up to 25 lbs.

Nice To Haves

Hospitality or business coursework preferred.

Responsibilities

Supervise front desk operations during assigned shifts, ensuring smooth check-in/check-out processes.
Provide leadership, training, and support to front desk agents and other guest service staff.
Handle escalated guest concerns and service recovery with confidence and care.
Monitor and maintain Hilton brand standards, guest satisfaction, and service quality.
Assist with scheduling, timekeeping, and performance feedback for front desk team members.
Ensure accurate handling of reservations, room assignments, billing, and guest records.
Coordinate with housekeeping, maintenance, and other departments to ensure room readiness and guest satisfaction.
Maintain knowledge of hotel services, amenities, and local attractions to assist guests.
Uphold safety, security, and cash handling procedures.
Act as Manager on Duty when assigned.
Block guest rooms and manage room assignments based on reservation needs and preferences.
Run and review daily downtime reports to ensure operational readiness.
Complete required shift reports accurately and in a timely manner.
Promote and enroll eligible guests in the Hilton Honors loyalty program.
Fulfill Hilton’s Make It Right promise by resolving guest concerns promptly and appropriately.
Proactively solicit room upgrades, add-ons, and other upsell opportunities to enhance the guest experience and maximize hotel revenue.
Monitor and balance room inventory, proactively identify oversold dates, and take appropriate action to resolve inventory challenges while minimizing guest impact and protecting hotel revenue.