Front Office Supervisor

Job Description

The Hilton Seattle Airport Hotel & Conference Center, under the ownership and management of Paramount Hotels, is seeking an experienced, professional, and guest-focused Front Office Supervisor to join our Front Office team. This individual will play a key role in leading and assigning daily work tasks that create exceptional first and last impressions for our guests.

Paramount Hotels has built a strong reputation for professionalism, rooted in our commitment to creating a workplace that is healthy, inspiring, joyful, and abundant. Our vision is to grow sustainably, intelligently, and thoughtfully, building a legacy brand that will endure for generations to come

SUMMARY

Conveniently located adjacent to Seattle-Tacoma International Airport, with the Link Light Rail just steps from our doors, our hotel features 396 guest rooms and over 40,000 square feet of meeting space. We offer exciting perks including career growth and development opportunities, along with discounted HILTON hotel stays for you and your family worldwide.

POSITION DESCRIPTION

The Front Office Supervisor plays a key role in delivering an exceptional guest experience by serving as one of the primary points of contact for hotel guests. Working closely with the Front Office Manager and Director of Front Office Operations, this position is responsible for overseeing daily front office activities, assigning work, and ensuring operational tasks are completed efficiently while maintaining high service standards and financial performance goals.

Reporting directly to the Front Office Director and Front Office Manager, the Front Office Supervisor leads front desk operations and supports PBX communications in a fast-paced hospitality environment. Responsibilities include assisting guests with check-in and check-out, handling reservations and inquiries, dispatching guest requests, resolving concerns, and ensuring effective communication between departments to provide seamless service throughout the property.

As a leader within the Front Office team, the Front Office Supervisor serves as an ambassador for the hotel by demonstrating professionalism, strong communication skills, and a commitment to guest satisfaction. The ideal candidate is organized, service-focused, and passionate about hospitality, while fostering a culture of teamwork, accountability, inclusion, and excellence in alignment with Hilton and Paramount Hotels standards.

RESPONSIBILITIES – FRONT OFFICE SUPERVISOR

• Respond to guest inquiries, requests, concerns, and complaints in a timely, professional, and service-oriented manner, ensuring guest satisfaction and problem resolution.
• Support and assist Front Office team members in delivering exceptional guest service and resolving guest concerns effectively.
• Schedule, assign, and coordinate daily work activities; conduct pre-shift meetings and provide ongoing training, coaching, and communication to team members.
• Monitor and assist in evaluating team member performance, providing feedback and support to promote continuous improvement.
• Monitor lobby activity, guest flow, and operational needs, adjusting staffing and resources as appropriate to maintain service standards.
• Provide luggage assistance and other guest services as needed to enhance the guest experience.
• Determine room availability and assign accommodations based on guest needs, room inventory, and operational requirements.
• Greet guests and oversee the registration process, including verifying guest information, assigning rooms, issuing room keys, promoting hotel programs, and ensuring a welcoming arrival experience.
• Assist guests with the check-out process, including processing payments, reconciling charges, handling cash and credit transactions, and ensuring billing accuracy.
• Maintain comprehensive knowledge of hotel facilities, services, room types, rates, packages, promotions, and local attractions to effectively assist guests and answer inquiries.
• Utilize upselling techniques to promote hotel services, amenities, and room upgrades while maximizing occupancy and revenue opportunities.
• Provide PBX and telephone operator services as needed, including routing calls, dispatching guest requests, and facilitating communication between departments.
• Receive, document, retrieve, and relay guest messages promptly and accurately, utilizing proper communication standards.
• Respond to emergency situations in accordance with hotel procedures and accurately document and communicate information to appropriate parties.
• Operate office equipment and hotel systems, including computers, property management systems, PBX equipment, email, and other communication tools.
• Foster effective communication and collaboration between departments to ensure seamless hotel operations and an exceptional guest experience.
• Perform other duties and special projects as assigned.

QUALIFICATIONS

Education & Experience

• High School Diploma or the equivalent
• Pre…