Hotel Service Desk Supervisor

San Ramon, CA, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and Development

flexible schedule

Job Description

Hilton is an internationally recognized leader in the hospitality industry with a storied history dating back to 1919. Known for its high standards in hotel management, Hilton operates a diverse portfolio of lodging options including luxurious full-service hotels and resorts, extended-stay suites, and mid-range hotels, catering to both business and leisure travelers. The company has garnered a reputation for exceptional service, top-notch accommodations, and a steadfast commitment to delivering memorable guest experiences worldwide. Hilton's continued success stems from its firm dedication to its Vision, Mission, and Values, which emphasize hospitality, integrity, leadership, teamwork, ownership, and a timely response to the dynamic needs of the hospitality sector. These guiding principles foster a supportive and dynamic work environment that empowers its team members to excel and uphold the brand's standards of excellence.

The role of Hotel Service Desk Supervisor at Hilton is pivotal to the smooth operation of the front desk and overall guest experience within the hotel. The supervisor serves as a key leader offering guidance and support to the front desk team to ensure consistent, high-quality customer service. Responsibilities include overseeing front desk operations, managing guest interactions, resolving complaints, and monitoring lobby traffic to adjust staffing as necessary. This position requires a hands-on leader who can train, supervise, and schedule front desk staff while evaluating their performance to maintain operational efficiency and service excellence. The Hotel Service Desk Supervisor works closely with other hotel management to coordinate tasks and uphold Hilton's rigorous service standards. Adaptability is essential as this role often involves responding swiftly to unforeseen challenges and fluctuating guest needs in a vibrant, fast-paced hospitality environment. Success in this position contributes directly to Hilton's ongoing tradition of superior hospitality and exceptional guest satisfaction.

Job Requirements

High school diploma or equivalent
proven experience in front desk or hospitality roles
strong interpersonal and communication skills
ability to lead and manage a team
problem-solving aptitude
flexibility to work various shifts including nights, weekends, and holidays
proficiency with hotel management software
adaptability to changing environments

Job Qualifications

Proven experience in hospitality or hotel front desk supervision
strong leadership and team management skills
excellent customer service and communication abilities
problem-solving and conflict resolution skills
ability to work in a fast-paced environment
familiarity with hotel management software
high school diploma or equivalent, further education in hospitality preferred

Job Duties

Controls the front desk operations
supplies customer service, advice, and leadership to guarantee a consistent guest experience
distributes assignments and gives precise directions to team members on their roles
watches lobby traffic to make staffing changes as needed
resolves customer complaints
coordinates, oversees, plans, and helps with the assessment of the workforce