Front Office Supervisor - Embassy Suites by Hilton Birmingham

Hilton•Homewood, AL

1d•Onsite

About The Position

At Embassy Suites by Hilton Birmingham, the Front Office team plays a critical role in shaping every guest’s experience. As Front Office Supervisor, you will support the Front Office leadership team by overseeing daily front desk operations, assisting team members, and ensuring consistent delivery of friendly, efficient, and professional service in alignment with Hilton and Embassy Suites standards. Role Summary: The Front Office Supervisor assists with the day-to-day supervision of Front Office operations, ensuring smooth guest check-in and check-out, lobby flow, and service standards. This role provides hands-on leadership to front desk and guest services team members while serving as a key point of contact for guest needs during assigned shifts. The Front Office Supervisor supports operational accuracy, service recovery, and team engagement through strong communication, attention to detail, and visible leadership on the front desk.

Requirements

High school diploma or GED required
Minimum 1–2 years of Front Office or guest services experience in a hotel environment
Strong guest service, communication, and problem-solving skills
Ability to work effectively in a fast-paced, guest-focused environment
Flexible availability including evenings, weekends, and holidays

Nice To Haves

Prior supervisory or lead experience preferred
Experience in a Hilton-branded or Embassy Suites hotel
Familiarity with Hilton PMS or hotel systems
Experience supporting cash handling and front desk operations

Responsibilities

Supervise daily front desk operations including guest check-in/check-out, room assignments, and lobby activity
Assign daily tasks and monitor workflow to ensure service standards are met
Monitor room inventory and availability and communicate with leadership regarding operational needs
Ensure accuracy in reservations, billing, credit authorizations, and cash handling procedures
Complete daily checklists and operational reports as assigned
Maintain a clean, organized, and welcoming front desk and lobby environment
Greet guests warmly and respond promptly to inquiries, requests, and concerns
Resolve guest issues and complaints in a professional, friendly, and timely manner
Escalate complex guest concerns to management as appropriate
Support VIP and Hilton Honors guest recognition and service delivery
Reinforce Hilton and Embassy Suites service standards consistently
Support and guide front desk and guest services team members during assigned shifts
Assist with on-the-job training, coaching, and reinforcement of procedures
Monitor team member performance and provide feedback to leadership
Lead by example through professionalism, teamwork, and service excellence
Assist with shift coverage and operational support as needed
Monitor lobby traffic and adjust staffing or workflow as directed
Patrol front-of-house areas to ensure cleanliness, safety, and security standards are met
Report maintenance, safety, or operational issues promptly
Ensure compliance with Hilton, Embassy Suites, and company policies and procedures