Front Office Supervisor - Embassy Suites by Hilton Santa Clara Silicon Valley

Hilton • Santa Clara, CA

2d • Onsite

About The Position

The Front Office Supervisor is responsible for managing the daily operations of the Front Desk to ensure exceptional guest service, efficient processes, and full compliance with Hilton brand standards. This leadership role requires a hands-on, highly motivated individual who is available to work all shifts, including weekends and holidays. The supervisor should lead by example and foster a guest-centric culture. The ideal candidate is proactive and solution-oriented, communicates effectively, and anticipates guest needs before issues arise. Additionally, they confidently hold team members accountable for their performance and service expectations.

Requirements

• Available to work all shifts, including weekends and holidays.
• Proactive and solution-oriented.
• Communicates effectively.
• Anticipates guest needs before issues arise.
• Confidently holds team members accountable for their performance and service expectations.

Responsibilities

• Communicates effectively both verbally and in writing to provide clear direction, coaching, and support to front office team members.
• Conducts shift briefings, delegates responsibilities, follows up on assignments, and addresses performance concerns professionally and consistently.
• Anticipates guest concerns and resolves issues proactively using sound judgment, professionalism, and strong problem-solving skills. Demonstrates initiative in preventing service failures and recovering guest experiences to maintain high guest satisfaction scores.
• Oversees daily front desk activities, including check-in/check-out procedures, room inventory management, guest requests, billing concerns, and emergencies. Makes operational decisions confidently and escalates issues appropriately when necessary.
• Maintains a strong presence in the lobby and front desk area by greeting guests warmly, engaging with professionalism, and ensuring all guests receive prompt, personalized, and attentive service.
• Ensures accountability among team members by reinforcing policies, service standards, attendance expectations, grooming standards, and operational procedures. Assists with training, mentoring, and performance development of Guest Service Agents.

Benefits

• 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
• Employee stock purchase program (ESPP) with a 15% discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Personalized caregiving concierge services
• Crisis concierge for practical support and emotional care
• Mental health resources through Employee Assistance Program (EAP)
• Generous paid time off (PTO)
• Health & welfare benefits
• Retirement plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed