About Company
Hilton Garden Inn is a globally recognized hotel brand committed to providing guests with a comfortable, friendly, and rewarding experience. We pride ourselves on our warm hospitality, modern amenities, and dedication to service excellence. Our properties are designed to offer a relaxed atmosphere where guests can feel at home, whether they’re traveling for business or leisure. As part of the Hilton family, we empower our team members to grow, innovate, and contribute to a culture that values individual potential and collective success. Joining Hilton Garden Inn means becoming part of a worldwide network dedicated to creating memorable stays and fostering a supportive work environment.
Job Description
Are you a natural leader with a passion for hospitality and an unwavering commitment to exceptional guest service? Hilton Garden Inn is seeking a dynamic and experienced Front Office Supervisor to lead our hotel desk team in the vibrant Trolley Square neighborhood of Wilmington. This pivotal role is perfect for someone who thrives in a fast-paced environment, possesses strong organizational skills, and has a proven track record in hotel front office operations. As the Front Office Supervisor, you will be the cornerstone of our guest experience, ensuring every arrival, stay, and departure is seamless and truly memorable.
Your primary responsibility will be to oversee the daily operations of the front desk, setting the standard for professionalism and guest engagement. You will be instrumental in coaching, developing, and inspiring our front desk agents, fostering a collaborative and high-performing team. This role requires a keen eye for detail, the ability to anticipate guest needs, and proactive problem-solving skills to resolve any issues efficiently and gracefully. You will be a key player in maintaining our brand standards, ensuring all procedures are followed, and contributing to the overall financial success of the hotel through effective upselling and inventory management. Beyond operational tasks, you’ll be a brand ambassador, reflecting Hilton Garden Inn’s values in every interaction. If you’re ready to take the next step in your hospitality career and make a tangible impact on guest satisfaction and team development, we invite you to apply and help us continue to deliver the warm, welcoming experience our guests have come to expect from Hilton Garden Inn.
Key Responsibilities
- Supervise and coordinate the daily activities of the Front Office team, including check-ins, check-outs, and guest services.
- Train new Front Office team members on property management systems, guest service standards, and hotel policies.
- Develop and implement weekly schedules for Front Office staff to ensure optimal coverage and guest satisfaction.
- Handle escalated guest complaints and inquiries with professionalism and efficiency, ensuring swift resolution and guest recovery.
- Monitor and maintain cleanliness, organization, and visual appeal of the front desk and lobby area.
- Conduct daily briefings with the Front Office team to communicate important updates, promotions, and guest feedback.
- Process cash, credit, and other forms of payment, maintaining accurate financial records and daily reconciliations.
- Ensure adherence to all brand standards, safety protocols, and company policies.
- Assist with reservations, room assignments, and special requests to enhance the guest experience.
- Prepare daily reports, including occupancy, revenue, and guest feedback, for management review.
- Act as a Manager on Duty when required, overseeing all hotel operations during assigned shifts.
Required Skills
- Minimum 2 years of experience in a hotel front office role, with at least 1 year in a supervisory capacity.
- Exceptional customer service and interpersonal communication skills.
- Proficiency in property management systems (PMS) relevant to hotel operations.
- Strong leadership and team-building abilities.
- Excellent problem-solving and decision-making skills.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in Hospitality Management or a related field.
- Experience with OnQ PMS system.
- Multilingual abilities.
- First Aid and CPR certification.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Hilton worldwide travel discounts.
- Opportunities for professional development and career advancement within Hilton.
- Employee recognition programs.
- 401(k) retirement plan with company match.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please search for ‘Front Office Supervisor’ or similar roles in ‘Wilmington, DE’ on the Hilton careers portal and submit your resume and cover letter detailing your relevant experience and why you are the ideal candidate for this position. We look forward to reviewing your application!