The Embassy Suites by Hilton Santa Clara Silicon Valley is hiring a Front
Office Supervisor to join the team.
The Front Office Supervisor
is responsible for managing the daily operations of the Front Desk to ensure
exceptional guest service, efficient processes, and full compliance with Hilton
brand standards. This leadership role requires a hands-on, highly motivated
individual who is available to work all shifts, including weekends and holidays.
The supervisor should lead by example and foster a guest-centric
culture.
The ideal candidate is proactive and solution-oriented,
communicates effectively, and anticipates guest needs before issues arise.
Additionally, they confidently hold team members accountable for their
performance and service expectations.
Exceptional
Hospitality Starts with You
Picture yourself brightening
someone’s day. When you join our Hotels team, that’s exactly what you’ll
do every time you come to work! As a Front Office
Supervisor, you’re not just supervising daily front office operations –
you’re spreading the light and warmth of hospitality by delivering memorable
experiences that make the stay for every guest.
The Front Office Supervisor will be responsible for
the following:
- Communicates effectively both verbally and
in writing to provide clear direction, coaching, and support to front
office team members. - Conducts shift briefings, delegates
responsibilities, follows up on assignments, and addresses performance
concerns professionally and consistently. - Anticipates guest concerns
and resolves issues proactively using sound judgment, professionalism,
and strong problem-solving skills. Demonstrates initiative in preventing
service failures and recovering guest experiences to maintain high guest
satisfaction scores. - Oversees daily front desk activities, including
check-in/check-out procedures, room inventory management, guest requests,
billing concerns, and emergencies. Makes operational decisions confidently
and escalates issues appropriately when necessary. - Maintains a strong
presence in the lobby and front desk area by greeting guests warmly, engaging
with professionalism, and ensuring all guests receive prompt, personalized,
and attentive service. - Ensures accountability among team members
by reinforcing policies, service standards, attendance expectations,
grooming standards, and operational procedures. Assists with training,
mentoring, and performance development of Guest Service
Agents.
What It Takes to Make
the Stay
The ideal candidate must possess the following
knowledge, skills, and abilities:
- At least 1 year
of supervisory experience in a customer service environment. - Hospitality
experience is a plus. - Ability to read, write, speak, and understand
the English language to communicate effectively with guests
and employees. - Ability to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact,
and diplomacy, collect and analyze accurate information, and resolve
conflicts. - Ability to multitask and prioritize responsibilities
effectively. - Ability to anticipate operational and guest needs
proactively. - Ability to access and accurately input information using
a moderately complex computer system,
including Hilton property
management systems. - Highly guest-service oriented with a passion
for hospitality and service recovery. - Ability to work under pressure
and deal with stressful situations during busy
periods.
At Hilton, our core values define
what it takes to succeed here and guide the qualities we look for in every team
member:
A passion for spreading the light and warmth
of Hospitality. Acting with Integrity
and always doing the right thing.
Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
What It Takes to Make
the Stay
The ideal candidate must possess the following
knowledge, skills, and abilities:
- At least 1 year
of supervisory experience in a customer service environment. - Hospitality
experience is a plus. - Ability to read, write, speak, and understand
the English language to communicate effectively with guests
and employees. - Ability to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact,
and diplomacy, collect and analyze accurate information, and resolve
conflicts. - Ability to multitask and prioritize responsibilities
effectively. - Ability to anticipate operational and guest needs
proactively. - Ability to access and accurately input information using
a moderately complex computer system,
including Hilton property
management systems. - Highly guest-service oriented with a passion
for hospitality and service recovery. - Ability to work under pressure
and deal with stressful situations during busy
periods.
At Hilton, our core values define
what it takes to succeed here and guide the qualities we look for in every team
member:
A passion for spreading the light and warmth
of Hospitality. Acting with Integrity
and always doing the right thing.
Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
What It Takes to Make
the Stay
The ideal candidate must possess the following
knowledge, skills, and abilities:
- At least 1 year
of supervisory experience in a customer service environment. - Hospitality
experience is a plus. - Ability to read, write, speak, and understand
the English language to communicate effectively with guests
and employees. - Ability to effectively deal with internal
and external customers, some of whom will require high levels of patience, tact,
and diplomacy, collect and analyze accurate information, and resolve
conflicts. - Ability to multitask and prioritize responsibilities
effectively. - Ability to anticipate operational and guest needs
proactively. - Ability to access and accurately input information using
a moderately complex computer system,
including Hilton property
management systems. - Highly guest-service oriented with a passion
for hospitality and service recovery. - Ability to work under pressure
and deal with stressful situations during busy
periods.
At Hilton, our core values define
what it takes to succeed here and guide the qualities we look for in every team
member:
A passion for spreading the light and warmth
of Hospitality. Acting with Integrity
and always doing the right thing.
Inspiring others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.
Here's what you'll do during
a typical day
- Covers front desk shifts as operational needs
require, including AM, PM, overnight, weekends, and holidays. - Assists
with guest relocations, service recovery, and VIP arrivals. - Prepares
daily reports, arrivals/departures forecasts, balance inventory and shift
pass-down notes. - Supports training and onboarding of new front desk team
members. - Coordinates with Housekeeping, Engineering, Sales, and Security
departments to ensure seamless guest experiences. - Assists with guest
relocations, service recovery, and VIP arrivals. - Monitors lobby
presentation, gift shop, and front office cleanliness standards. When
required, assists management with scheduling, coaching documentation,
and operational follow-up.
