Front Desk Supervisor

Hilton Garden Inn Irvine / Orange County Airport is seeking a dedicated and experienced Front Desk Supervisor to join our team.

The ideal candidate will lead our front desk team members by example, ensuring that every guest receives exceptional service from the moment they arrive until their departure.

As a Front Desk Supervisor, you will play a pivotal role in the daily operations of our front desk, supervising the team, resolving guest issues, and ensuring that our standards of service excellence are consistently upheld.

Key Responsibilities :

Supervision of Staff : Lead, mentor, and train front desk associates to ensure smooth and efficient operation of the front desk.

Schedule shifts, manage workloads, and ensure proper staffing levels.

Guest Relations : Handle guest inquiries, complaints, and requests in a professional and timely manner.

Serve as the point of contact for any escalated issues and ensure prompt resolution.

• Operations Management : Oversee the daily operations of the front desk, including check-in / check-out procedures, reservations, room assignments, and the accurate processing of guest payments.
• Communication : Maintain effective communication with other hotel departments to ensure a seamless guest experience.

Coordinate with housekeeping, maintenance, and other departments as necessary.

Reporting : Prepare and maintain reports related to front desk operations, including occupancy, revenue, and guest satisfaction metrics.

Assist in the development and implementation of standard operating procedures (SOPs).

Technology and Systems : Ensure proficiency in the use of property management systems (PMS) and other relevant software.

Troubleshoot system issues and provide training to staff as needed.

Compliance : Ensure compliance with all hotel policies, procedures, and safety regulations.

Maintain knowledge of local, state, and federal regulations affecting front desk operations.

Qualifications :

• Experience : Minimum of 2-3 years of experience in a front desk role within the hospitality industry, with at least 1 year in a supervisory or leadership capacity.
• Education : High school diploma or equivalent required; a degree in hospitality management or a related field is preferred.
• Skills : Strong leadership and interpersonal skills, with the ability to motivate and develop team members.

Excellent communication, problem-solving, and organizational abilities.

Technical : Proficiency in property management systems (PMS) and Microsoft Office Suite.

Experience with specific PMS used by the hotel is a plus.

Customer Service : A passion for delivering outstanding customer service and a commitment to exceeding guest expectations.

Work Environment :

• Schedule : This position requires flexibility, including the ability to work weekends, holidays, and shift work as needed.
• Physical Demands : Ability to stand for extended periods, lift luggage up to 30 lbs, and perform other physical tasks related to front desk operations.

Benefits :

• Competitive salary and opportunities for growth within the company
• Health, dental, and vision insurance
• Paid time off and holiday pay
• Employee discounts with Hilton Worldwide

Application Process :

Interested candidates are encouraged to apply by submitting their resumes and cover letters outlining their qualifications and experience to jnaal@s3hotelgroup.

Hilton Garden Inn Irvine / Orange County Airport is an equal-opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.