Front Office Supervisor - Embassy Suites by Hilton Birmingham

Job description

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.

Responsibilities

Here's what you'll do during a typical day

Front Office Operations

• 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

Guest Service & Service Recovery

• 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 Team Support & Supervision
• 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

Operational & Safety Awareness

• 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

Qualifications

Qualifications

High school diploma or GED required Minimum 1–2 years of Front Office or guest services experience in a hotel environment Prior supervisory or lead experience preferred

• 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

Preferred Experience

Experience in a Hilton-branded or Embassy Suites hotel Familiarity with Hilton PMS or hotel systems Experience supporting cash handling and front desk operations What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values.

Specifically, we look for demonstration of these Values: Hospitality

• We're passionate about delivering exceptional guest experiences.

Integrity

• We do the right thing, all the time.

Leadership

• We're leaders in our industry and in our communities.

Teamwork

• We're team players in everything we do.

Ownership

• We're the owners of our actions and decisions.

Now

• We operate with a sense of urgency and discipline In addition, we look for the demonstration of the following key attributes: Quality Productivity Dependability Customer Focus Adaptability What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .

Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!