Home2 Suites By Hilton
Front Office Supervisor
We are seeking an operationally driven Front Office Supervisor to oversee front desk execution, guest experience performance, and daily hotel operations in a fast-paced Hilton-branded environment.
This role is ideal for a highly organized, technically capable leader who thrives on structure, accountability, problem-solving, and operational consistency. The successful candidate will be responsible for leading front office operations with precision while ensuring an efficient, professional, and elevated guest experience.
This position plays a critical role in maintaining operational flow, service standards, and front desk performance across all shifts. This position is perfect for someone interested in growing in the hospitality industry.
Position Responsibilities Front Office Operations
- MUST have flexibility to work all shifts to help cover call outs and training new hires as needed. The primary shifts that this role works based on occupancy and operational needs is 7a-3p & 3p-11p, weekend and holiday availability required.
- Supervise day-to-day front desk operations and shift execution
- Ensure efficient and accurate guest check-in/check-out processes
- Maintain room inventory accuracy and operational readiness
- Monitor billing accuracy, payment processing, and financial compliance
- Oversee night audit procedures when needed
- Ensure adherence to Marriott brand standards and company operating procedures
- Maintain organized, guest-ready front desk and lobby environments
Leadership & Team Development
- Train, coach, and support Guest Service Agents & Night Auditors
- Hold team members accountable to operational and service expectations
- Support performance management and corrective action processes
- Lead by example through professionalism, urgency, consistency, and execution
- Conduct ongoing coaching and operational training initiatives
Guest Experience & Service Recovery
- Resolve escalated guest concerns professionally and efficiently
- Utilize strong judgment and independent decision-making in high-pressure situations
- Ensure service recovery efforts are timely, accurate, and solutions-focused
- Monitor guest feedback trends and identify operational improvement opportunities
- Drive consistency in guest experience delivery and front office performance
Administrative & Technical Responsibilities
- Perform administrative front office functions including:
- Lost & Found management
- Billing disputes and adjustments
- Cancellation and no-show processing
- Master account billing
- End-of-month reporting support
- Rate management support
- Utilize PMS systems, reporting tools, and operational data to support daily decision-making
- Maintain accurate documentation and interdepartmental communication
QualificationsPreferred Experience
- Previous hotel front office leadership experience strongly preferred, but not required
- Hilton experience strongly preferred, but not required
- Experience supervising teams in a fast-paced operational environment required
- Strong technical aptitude and systems proficiency
- Experience managing escalated guest concerns and service recovery situations
Key Competencies
- Strong operational awareness and attention to detail
- Ability to prioritize multiple responsibilities simultaneously
- Strong independent judgment and decision-making ability
- Excellent organizational and time-management skills
- Calm, professional demeanor under pressure
- High level of accountability and follow-through
- Strong written and verbal communication skills
- Ability to identify inefficiencies and improve operational processes
Pay: $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Supervising: 1 year (Required)
Location:
- Boone, NC 28607 (Preferred)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
Ability to Commute:
- Boone, NC 28607 (Required)
Work Location: In person