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 opportunities
Career progression
Job Description
Hilton is a globally recognized leader in the hospitality industry, with a rich legacy dating back to its founding in 1919. Over the years, Hilton has established itself as a benchmark for excellence in lodging, offering a broad spectrum of accommodations that range from luxurious full-service hotels and resorts to extended-stay suites and mid-range hotel options. This extensive portfolio allows Hilton to meet the diverse needs of both business and leisure travelers, providing them with top-tier service, exceptional amenities, and competitive affordability. Hilton’s ongoing commitment to innovation, quality, and operational success has enabled it to maintain a prominent position in the hospitality sector worldwide.
As a Hotel Service Desk Supervisor at Hilton, the role is integral to maintaining the brand’s stellar reputation for customer service and operational efficiency. The Service Desk Supervisor is primarily responsible for overseeing front desk operations, ensuring smooth and efficient service delivery to guests from check-in to check-out and throughout their stay. This role requires a dedicated leader who can provide both guidance and support to front desk team members, fostering an environment where excellent customer service is consistently delivered. The supervisor will assign, delegate, and instruct team members clearly and effectively, ensuring all are well-informed of their duties and operational expectations.
A significant part of this role includes monitoring lobby traffic in real time to make strategic staffing adjustments that maintain optimal service levels, especially during peak times. Handling customer complaints with professionalism and tact is also a critical function, turning potential challenges into positive guest experiences. Additionally, the Hotel Service Desk Supervisor is responsible for training new staff, supervising daily activities, scheduling shifts, and assisting in the performance evaluation process to maintain high service standards and staff development.
To succeed in this role at Hilton, a candidate must embody the company’s core values: hospitality, integrity, leadership, teamwork, ownership, and a proactive approach to problem-solving. Adaptability is a crucial attribute, as the hospitality environment is fast-paced and dynamic, requiring quick thinking and flexibility to adjust to emerging challenges and changing circumstances. The supervisor must thrive under pressure, demonstrating strong communication skills, the ability to lead a diverse team, and an unwavering commitment to creating memorable guest experiences.
Joining Hilton as a Hotel Service Desk Supervisor means becoming part of a team that values passion for hospitality and continuously strives to set industry standards for customer service excellence. Employees are expected to uphold the company’s mission and values, contributing to a workplace culture characterized by mutual respect, collaboration, and a shared dedication to success. This role is ideal for individuals who are motivated by leadership opportunities and are eager to advance their careers within a globally respected hotel brand that prioritizes both guest satisfaction and team member growth.
As a Hotel Service Desk Supervisor at Hilton, the role is integral to maintaining the brand’s stellar reputation for customer service and operational efficiency. The Service Desk Supervisor is primarily responsible for overseeing front desk operations, ensuring smooth and efficient service delivery to guests from check-in to check-out and throughout their stay. This role requires a dedicated leader who can provide both guidance and support to front desk team members, fostering an environment where excellent customer service is consistently delivered. The supervisor will assign, delegate, and instruct team members clearly and effectively, ensuring all are well-informed of their duties and operational expectations.
A significant part of this role includes monitoring lobby traffic in real time to make strategic staffing adjustments that maintain optimal service levels, especially during peak times. Handling customer complaints with professionalism and tact is also a critical function, turning potential challenges into positive guest experiences. Additionally, the Hotel Service Desk Supervisor is responsible for training new staff, supervising daily activities, scheduling shifts, and assisting in the performance evaluation process to maintain high service standards and staff development.
To succeed in this role at Hilton, a candidate must embody the company’s core values: hospitality, integrity, leadership, teamwork, ownership, and a proactive approach to problem-solving. Adaptability is a crucial attribute, as the hospitality environment is fast-paced and dynamic, requiring quick thinking and flexibility to adjust to emerging challenges and changing circumstances. The supervisor must thrive under pressure, demonstrating strong communication skills, the ability to lead a diverse team, and an unwavering commitment to creating memorable guest experiences.
Joining Hilton as a Hotel Service Desk Supervisor means becoming part of a team that values passion for hospitality and continuously strives to set industry standards for customer service excellence. Employees are expected to uphold the company’s mission and values, contributing to a workplace culture characterized by mutual respect, collaboration, and a shared dedication to success. This role is ideal for individuals who are motivated by leadership opportunities and are eager to advance their careers within a globally respected hotel brand that prioritizes both guest satisfaction and team member growth.
Job Requirements
- High school diploma or equivalent
- Previous experience in a hotel front desk or customer service role
- Strong leadership and organizational skills
- Excellent communication skills
- Ability to manage and motivate a team
- Conflict resolution skills
- Flexibility to work varied shifts and weekends
Job Qualifications
- Previous experience in hotel front desk or customer service roles
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Ability to handle guest complaints diplomatically
- Knowledge of hotel management software preferred
- Flexibility to work various shifts including weekends and holidays
- High school diploma or equivalent, hospitality degree is a plus
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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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