Front Office Supervisor / Manager on Duty - Franchise

The hiring establishment for this role is a hotel operated under an independent franchisee that maintains its standards aligned with the globally recognized Hilton brand. This hotel offers a comfortable and welcoming environment for travelers seeking quality accommodations and exceptional guest experiences. The franchisee independently manages all aspects of employment including recruitment, hiring, salary, benefits, and employee policies, providing a specialized, localized approach to hospitality management while maintaining the broader Hilton standards for guest service and operational excellence. Employees joining this team will work in a dynamic, professional setting that values strong customer service, team collaboration, and operational efficiency.

The Front Office Supervisor / Manager on Duty is a pivotal role within the hotel’s operational framework, responsible for overseeing the daily front desk operations and ensuring that every guest experiences professional, friendly, and prompt service consistent with Hilton brand standards. This role serves as the primary contact for both guests and front desk staff during the assigned shifts, which include evenings, weekends, and holidays. Acting also as the Manager on Duty during these times, the individual takes on a leadership role to resolve guest concerns, facilitate effective communication between departments, and uphold safety and hotel policies immediately and efficiently.

This position requires a highly organized and proactive individual who can multitask effectively in a fast-paced hospitality environment. Key responsibilities include supervising the front desk team, managing check-in and check-out procedures, handling billing and room assignments, and monitoring room inventory to optimize guest satisfaction and operational flow. Furthermore, the Front Office Supervisor / Manager on Duty is tasked with staff leadership duties including coaching, training, performance monitoring, and fostering a positive work culture. Administrative responsibilities such as preparing daily reports, coordinating with other hotel departments like housekeeping and maintenance, and ensuring compliance with company policies also fall under this role.

Candidates for this role should possess excellent communication and customer service skills, experience in hotel front desk operations, and preferably some supervisory or leadership experience within the hospitality industry. Familiarity with hotel property management systems, such as PEP, is advantageous. Physical requirements include the ability to stand and walk for extended periods, deliver items to guest rooms, and lift packages as needed. Overall, this role is suited for someone who thrives under pressure, enjoys providing exceptional guest service, and can lead a team effectively to enhance the overall operational performance of the hotel.