Front Office Supervisor / Manager on Duty - Franchise

Hilton Technologies•SeaTac, WA

38d

About The Position

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.

Requirements

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.
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
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.

Responsibilities

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.
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.
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.
Provide guidance and support to front office team members.
Train and coach employees on customer service standards.
Monitor employee performance and maintain team morale.
Prepare daily reports and shift summaries.
Coordinate with housekeeping, maintenance, and other departments.
Ensure compliance with company policies, procedures, and service standards.