Complex Night Front Office Supervisor

At Tara Hospitality, our goal is to build a positive, professional, and hospitable team member community that embodies our culture and values every day. We believe that by supporting one another and leading with kindness, respect, and excellence, we create memorable experiences for our guests and a workplace where everyone can thrive.

OBJECTIVE

The Front Office Supervisor supports the daily operations of the Front Office and ensures exceptional guest service throughout each shift. This position provides leadership and guidance to Front Office team members, assists with resolving guest concerns, ensures compliance with hotel and brand standards, and promotes a positive, professional, and hospitable environment for both guests and team members.

RESPONSIBILITIES

• Supervise daily Front Office operations and provide leadership during assigned shifts.
• Ensure guests receive warm, professional, and efficient service during check-in, check-out, and throughout their stay.
• Support and guide Front Office Agents and other Guest Services team members.
• Review daily arrivals, departures, occupancy, VIP guests, groups, and special requests.
• Ensure Hilton Honors members and VIP guests receive appropriate recognition and benefits.
• Handle escalated guest concerns and provide appropriate service recovery.
• Assist team members with reservations, room assignments, payments, billing questions, and guest requests.
• Coordinate with Housekeeping to monitor room status and prioritize guest arrivals.
• Communicate effectively with Housekeeping, Engineering, Security, Food & Beverage, and other departments.
• Conduct or assist with pre-shift meetings and communicate important operational information.
• Assist with training, coaching, and development of Front Office team members.
• Monitor attendance, punctuality, appearance, and adherence to hotel policies and procedures.
• Ensure accurate cash handling, credit card processing, guest accounts, and Front Office financial procedures.
• Maintain knowledge of hotel services, amenities, events, local attractions, and transportation options.
• Ensure proper communication and documentation between shifts.
• Follow hotel safety, security, emergency, and confidentiality procedures.
• Maintain a clean, organized, and professional Front Office and lobby environment.
• Serve as the Front Office leader on duty when assigned.
• Perform additional duties as assigned by management.

FRONT OFFICE SUPERVISOR AGENT ESSENTIALS

• Strong leadership and guest service skills.
• Excellent verbal and written communication skills.
• Ability to coach, guide, and motivate team members.
• Strong problem-solving and decision-making abilities.
• Ability to handle guest concerns calmly and professionally.
• Strong organizational and time-management skills.
• Ability to multitask in a fast-paced hotel environment.
• Strong attention to detail and accuracy.
• Ability to work effectively with multiple hotel departments.
• Professional appearance and demeanor.
• Dependable, punctual, and accountable.
• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and occasional overnight shifts based on business needs.

Qualifications

• High school diploma or equivalent required.
• College coursework or degree in Hospitality Management, Business Administration, or a related field preferred.
• Previous hotel Front Office or Guest Services experience required.
• Previous supervisory or leadership experience preferred.
• Experience with a hotel Property Management System (PMS) preferred.
• Hilton brand experience and familiarity with Hilton systems preferred.
• Knowledge of Front Office operations, reservations, guest accounts, payment procedures, and service recovery.
• Basic computer skills and ability to learn hotel systems and technology.

Tara Hospitality is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace where every Team Member is valued and treated with dignity. We make all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. We are dedicated to providing equal employment opportunities and maintaining a workplace free from discrimination, harassment, and retaliation.