Position Overview
The Front Office Supervisor / MOD is a key member of the Front Office leadership team and plays an important role in ensuring a seamless guest experience, consistent operational standards, and effective shift leadership. The successful candidate will support the Front Office Manager in overseeing daily operations, leading the Front Office team, resolving guest concerns, and ensuring compliance with Hilton brand standards, policies, and procedures.
Key Duties & Responsibilities
Shift Supervision & Operational Oversight
- Oversee Front Desk operations and ensure appropriate staffing, coverage, and timely breaks for team members.
- Enforce Hilton brand standards, policies, procedures, and service expectations across the Front Office.
- Maintain a clean, organized, and well-stocked Front Desk, pantry, lobby, and back-office areas.
- Monitor departmental supplies and communicate replenishment needs to the Complex Director of Operations
Service Excellence & Best Practices
- Supervise accurate cash handling and petty cash transactions.
- Ensure guest concerns and service issues are properly logged, followed up on, and resolved through the Issue Tracker.
- Ensure clear, accurate, and timely shift pass-ons between team members.
- Ensure Lost & Found procedures are followed consistently.
- Monitor completion of daily task lists and take a proactive approach to guest service recovery.
Group, Reservations & Administrative Support
As MOD and an assistant to the Complex Director of Operations, the successful candidate will provide operational and administrative support as required.
Group Coordination
- Assist with managing group blocks, ensuring rooming lists, billing instructions, and special requirements are accurately entered and maintained in the PMS.
- Ensure group resumes are printed, accessible, and communicated to the appropriate departments in a timely manner.
- Coordinate pre-arrival readiness for groups, including room allocations and amenities.
- Act as an on-site liaison for group leaders and support smooth arrival and departure processes.
Reservations Support
- Assist with creating, modifying, and confirming reservations in the PMS while maintaining accuracy of guest information.
- Monitor daily arrival, in-house, and departure reports to support guest readiness and optimal room utilization.
- Ensure accurate coding of market segments, payment methods, and source details.
- Identify and communicate discrepancies, unusual booking patterns, or other concerns to the Complex Director of Operations.
Administrative Duties
- Assist the Complex Director of Operations with departmental scheduling and shift coverage planning.
- Monitor Front Desk inventory, including key cards, registration forms, stationery, and other essential supplies, and initiate reorders as required.
- Monitor The Suite Shop pantry inventory and coordinate replenishment in accordance with hotel quality assurance standards.
- Assist with basic reporting, filing, documentation, and other administrative requirements.
- Complete additional side duties and projects as delegated by the Complex Director of Operations in alignment with operational needs.
Managerial Representation
- Serve as Manager on Duty during assigned shifts and represent hotel leadership in a professional and confident manner.
- Address and resolve guest concerns, complaints, and emergencies with professionalism, sound judgment, and a service-focused approach.
- Ensure appropriate incident documentation is completed and provide support with WCB claims when applicable.
Leadership & Team Support
- Lead by example and promote a culture of accountability, teamwork, professionalism, and exceptional guest service.
- Provide daily guidance, coaching, and operational support to Front Office team members.
- Make timely operational decisions consistent with Hilton values, hotel policies, and service standards.
- Support a positive and collaborative work environment while maintaining appropriate leadership and accountability.
Candidate Profile
The ideal candidate will demonstrate strong Front Office operational knowledge, leadership ability, sound judgment, and a genuine commitment to guest service. The successful candidate should be organized, dependable, professional, and comfortable making decisions while representing hotel management during assigned MOD shifts.
Strong communication skills, attention to detail, problem-solving abilities, and the ability to effectively prioritize competing operational needs are essential for success in this role.
Join us in creating memorable experiences for every guest by leading with energy, professionalism, and a genuine passion for hospitality!
Work Location: In person
