Front Desk Supervisor-Embassy Suites by Hilton Palmdale, CA

Front Desk Supervisor

Location: Embassy Suites by Hilton Palmdale
Department: Front Office
Reports To: Front Office Manager / Assistant General Manager
FLSA Status: Non-Exempt (Hourly)

Position Summary

The Front Desk Supervisor is responsible for overseeing daily front desk operations while delivering exceptional guest service in accordance with Hilton brand standards. This role supports the Front Office Manager by supervising front desk staff resolving guest concerns ensuring accurate cash handling and maintaining smooth shift operations. The Front Desk Supervisor is a working supervisor who actively assists guests while leading the team.

Essential Job Functions

• Supervise daily front desk operations during assigned shifts.

• Lead coach and support Front Desk Agents to ensure high service standards.

• Greet guests warmly and ensure a positive arrival and departure experience.

• Handle guest concerns service recovery and special requests promptly and professionally.

• Ensure compliance with Hilton brand standards policies and procedures.

• Monitor room availability reservations and guest requests to maximize guest satisfaction.

• Perform shift audits cash handling and reconcile front desk transactions accurately.

• Assist with scheduling coverage and shift handovers.

• Train new front desk team members and provide ongoing coaching.

• Communicate effectively with Housekeeping Engineering Sales and Management.

• Enforce hotel policies safety procedures and security protocols.

• Prepare reports and relay important shift information to management.

Qualifications

• High school diploma or equivalent required.

• Minimum of 12 years of front desk or hotel guest services experience.

• Prior supervisory or leadership experience preferred.

• Strong customer service communication and problem-solving skills.

• Ability to multitask in a fast-paced environment.

• Proficient in hotel property management systems (Hilton systems preferred).

• Basic math and cash-handling skills.

• Flexible schedule availability including evenings weekends and holidays.

Physical Requirements

• Ability to stand for extended periods.

• Ability to lift up to 25 lbs occasionally.

• Ability to work at a computer and operate standard office equipment.

Work Environment

• Hotel front desk environment with frequent guest interaction.

• May require handling guest complaints or emergency situations calmly and professionally.

Compensation

• Hourly rate based on experience.

• Eligible for overtime in accordance with state and federal laws.

• Benefits offered per company policy and Hilton standards.