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Front Office Supervisor

Hilton Worldwide, Inc.

This is a Full-time position in Atlanta, GA posted November 8, 2021.

location Atlanta, Georgia, United States category Hotel Waldorf Astoria Atlanta Buckhead HOT07NME

A Front Office Supervisor is responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing?

As a Front Office Supervisor, you would be responsible for assigning work and ensuring the completion of daily tasks in Front Office operations in the hotel’s continuing effort to deliver outstanding guest service and financial profitability.

Specifically, you would be responsible for performing the following tasks to the highest standards:

  • Support Company’s philosophy and company culture. 
    Assist with administrative functions involved in the day-to-day management of the Front Desk including ensuring the Agents are completing their checklists and all other duties throughout the shift.
  • Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability .
  • Work seamlessly with the Housekeeping Department to ensure rooms are available as required for arrivals and site visits .
  • Ensure total compliance with standards of operation and Waldorf Astoria Hotels and Resorts standards of service at all times throughout the division.
  • Assist throughout the Front Office to ensure that staffing maintained at an appropriate level to match business demand.
  • Lead daily shift line ups and attend relevant Operations meetings.
  • Handle all guest complaints expeditiously to complete resolution, escalating if required.
  • Support and assist team members in handling guest inquiries and requests and in resolving guest complaints.
  • Communicate the status of any guest complaints quickly and effectively throughout the hotel utilizing HotSOS and email.
  • Assist with the training and development of all hourly team members in the Front Office.
  • Monitor, observe and assist in evaluating team member performance.
  • Monitor lobby traffic and adjust staffing accordingly.
  • Assist in safely parking cars, retrieve cars for guests in a timely manner and ensure cars are locked and the keys are stored safely or returned to the owner.
  • To be a part of the Emergency Response Team in the hotel reporting immediately to the scene of any emergency at the hotel, and follow the correct protocol.
  • Must maintain strict and complete confidence of all sensitive information disclosed by Waldorf Astoria Atlanta|Buckhead.
  • Other duties as assigned.

What are we looking for?

• Excellent communication skills in all aspects: verbal, written and non-verbal.

• Professional and appropriate business appearance and presentation.

• Ability to maintain a high level of professionalism in all interactions . 

• 2 years’ experience in a comparable position in a luxury hotel operation is preferred.

• Thorough knowledge of all aspects of Front Office Operations, including Front Office, PBX, Bell/Door, Concierge and Guest Relations. 

• Flexible work hours to meet the demands of a 24-hour operation including the Overnight shift.

• Must be able to cover MOD Shifts.

• Must possess excellent guest service and problem resolution skills .

• Quality driven with a passion for excellence in guest service and satisfaction.

• Approachable, open minded and fair.

• Must be able to work in a team and independently on occasions. 

• Ability to lift up to 20lbs.

• Ability to sit and stand for extended periods.


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 discipline

In addition, we look for the demonstration of the following key attributes:

  • Quality
  • Productivity
  • Customer Focus

What will it be like to work for Hilton?

Hilton 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!

What programs or benefits make Hilton a great workplace for you?

Hilton is a great company with great programs and benefits.

I feel that if you wanna go the career development route, you’ll be set up for success, or if you wanna thrive, you’ll be able to utilize the multiple Team Member travel and friends and family travel program that they have set up for you.

Work-life balance is a big thing, and I’m able to reward myself and thrive, and feel great about the accomplishments at work.

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