Front Office Supervisor - Embassy Suites by Hilton Birmingham

Front Office SupervisorAt Embassy Suites by Hilton Birmingham, the Front Office team plays a critical role in shaping every guest's experience. As Front Office Supervisor, you will support the Front Office leadership team by overseeing daily front desk operations, assisting team members, and ensuring consistent delivery of friendly, efficient, and professional service in alignment with Hilton and Embassy Suites standards.The Front Office Supervisor assists with the day-to-day supervision of Front Office operations, ensuring smooth guest check-in and check-out, lobby flow, and service standards. This role provides hands-on leadership to front desk and guest services team members while serving as a key point of contact for guest needs during assigned shifts.The Front Office Supervisor supports operational accuracy, service recovery, and team engagement through strong communication, attention to detail, and visible leadership on the front desk.Front Office OperationsSupervise daily front desk operations including guest check-in/check-out, room assignments, and lobby activityAssign daily tasks and monitor workflow to ensure service standards are metMonitor room inventory and availability and communicate with leadership regarding operational needsEnsure accuracy in reservations, billing, credit authorizations, and cash handling proceduresComplete daily checklists and operational reports as assignedMaintain a clean, organized, and welcoming front desk and lobby environmentGuest Service & Service RecoveryGreet guests warmly and respond promptly to inquiries, requests, and concernsResolve guest issues and complaints in a professional, friendly, and timely mannerEscalate complex guest concerns to management as appropriateSupport VIP and Hilton Honors guest recognition and service deliveryReinforce Hilton and Embassy Suites service standards consistentlyTeam Support & SupervisionSupport and guide front desk and guest services team members during assigned shiftsAssist with on-the-job training, coaching, and reinforcement of proceduresMonitor team member performance and provide feedback to leadershipLead by example through professionalism, teamwork, and service excellenceAssist with shift coverage and operational support as neededOperational & Safety AwarenessMonitor lobby traffic and adjust staffing or workflow as directedPatrol front-of-house areas to ensure cleanliness, safety, and security standards are metReport maintenance, safety, or operational issues promptlyEnsure compliance with Hilton, Embassy Suites, and company policies and proceduresQualificationsHigh school diploma or GED requiredMinimum 12 years of Front Office or guest services experience in a hotel environmentPrior supervisory or lead experience preferredStrong guest service, communication, and problem-solving skillsAbility to work effectively in a fast-paced, guest-focused environmentFlexible availability including evenings, weekends, and holidaysPreferred ExperienceExperience in a Hilton-branded or Embassy Suites hotelFamiliarity with Hilton PMS or hotel systemsExperience supporting cash handling and front desk operationsWhat are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:Hospitality - We're passionate about delivering exceptional guest experiences.Integrity - We do the right thing, all the time.Leadership - We're leaders in our industry and in our communities.Teamwork - We're team players in everything we do.Ownership - We're the owners of our actions and decisions.Now - We operate with a sense of urgency and disciplineIn addition, we look for the demonstration of the following key attributes:QualityProductivityDependabilityCustomer FocusAdaptabilityHilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!