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
- Previous experience working in a hotel in a front desk role is required.
- Minimum 1 year of Front Desk Experience
- Minimum 1 year of Supervisory Experience
- At least 1 year of customer service experience.
- Strong leadership skills
- The ability to effectively communicate with guests and staff.
- Experience supporting large operational teams in a fast-paced hospitality environment preferred
- Basic computer proficiency with the ability to quickly learn hotel property management systems and reservation software.
- Working knowledge of Microsoft Office, point of sale system, and telephones
- Experience with HILTON hotel property management systems such as OnQ, Opera, or similar systems preferred.
Knowledge, Skills & Abilities
- The ability to work nights, overnight, weekends and holidays.
- Strong interpersonal and guest service skills with the ability to remain professional and courteous in high-pressure situations.
- Excellent verbal and written communication skills with the ability to interact effectively with guests, team members, and management.
- Ability to multitask, prioritize responsibilities, and maintain attention to detail in a fast-paced environment.
- Strong problem-solving and conflict resolution skills with the ability to handle guest concerns in a calm and professional manner.
- Ability to maintain confidentiality and exercise sound judgment when handling sensitive guest and hotel information.
- Ability to accurately handle cash, credit card transactions, and balancing procedures.
- Demonstrated reliability, punctuality, and flexibility with scheduling needs.
- Ability to work independently while also contributing positively within a team-oriented environment.
- Professional appearance and demeanor consistent with hotel brand and guest service standards.
- Ability to remain calm, organized, and efficient during busy check-in/check-out periods and emergency situations.
- Bilingual or multilingual communication skills are a plus.
- Knowledge of Seattle area attractions, transportation, and local resources preferred.
- Ability to stand for extended periods of time and perform duties that may require walking, bending, reaching, and lifting up to 25 pounds.
WHY JOIN PARAMOUNT HOTELS?
At Paramount Hotels, we believe our people are the foundation of our success. We are committed to cultivating a workplace culture built on respect, collaboration, growth, and opportunity. As a Front Desk Supervisor at the Hilton Seattle Airport Hotel and Conference Center, you will have the opportunity to make a meaningful impact on both the guest experience and the future success of the hotel.
Shift Pattern: Full-Time and Part Time available
Shifts: Nights, Overnights & Weekend Shifts
Hourly Range: Starting at $25.89 per hour, with an increase to $28.60 after 90 days.
The Benefits
Paramount Hotels offers its eligible team members a comprehensive benefits package including:
- Medical Insurance Coverage – for you and your family
- Vision, Dental, Life and Disability Insurance
- Sick Pay
- Vacation Pay
- Travel discounts
- 401(k) plan
- Complimentary Duty Meals served in our Team Member Restaurant
- Employee Assistant Program
Pay: From $25.89 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Food provided
- Health insurance
- Paid time off
Experience:
- Front desk: 1 year (Preferred)
- supervisory: 1 year (Preferred)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Work Location: In person
