Front Office Supervisor - Hilton Aruba Caribbean Resort & Casino @ Hilton Hotels

The Front Desk Supervisor is responsible for overseeing and guiding the Front Desk team during the assigned shift to ensure smooth daily operations, accurate room assignments, and consistent delivery of exceptional guest service. This position provides leadership and operational support to Guest Services Representatives (GSRs), coordinates closely with the Rooms Coordinator, Housekeeping, and Engineering teams, and assists the Front Office Manager in maintaining Hilton brand standards, guest satisfaction, and operational efficiency.

Front Desk Operations & Team Leadership

• Supervise, guide, and support Guest Services Representatives to ensure efficient front desk operations and compliance with hotel standards.
• Assign daily tasks, provide clear instructions, monitor performance, and encourage continuous improvement.
• Complete the Front Desk Supervisor checklist and monitor the completion of daily GSR checklists.
• Provide operational support to the Front Office Manager and assist with daily administrative and supervisory responsibilities.
• Support the GSR team with daily operational tasks and provide guidance in resolving service-related challenges.
• Conduct random cashier bank audits for GSRs at least twice per week.
• Ensure adequate stock levels and order necessary front desk supplies.
• Coordinate staff breaks and maintain appropriate front desk coverage throughout the shift.

Guest Experience & Service Excellence

• Ensure guests receive a warm, professional, and personalized welcome and prompt assistance throughout their stay.
• Handle guest concerns, complaints, relocations, and service recovery situations with professionalism, discretion, and sound judgment.
• Respond effectively to emergencies and unexpected operational challenges.
• Monitor the Kipsu messaging platform to ensure timely responses and consistent service quality.
• Stay informed about hotel amenities, promotions, services, and local attractions to provide accurate information and recommendations.
• Promote and support Hilton brand initiatives, including Hilton Honors enrollment and other guest engagement programs.
• Prepare special packages and amenities for VIPs and other designated arrivals.

Rooms Coordination & Interdepartmental Communication

• Support the Rooms Coordinator with daily responsibilities and assist with the completion of the Rooms Coordinator checklist.
• Coordinate daily arrivals, room assignments, late check-outs, and room changes in collaboration with Housekeeping.
• Communicate effectively with Housekeeping and Engineering to address room discrepancies, maintenance concerns, and operational priorities.
• Collaborate with the Rooms Coordinator and other Front Desk team members to resolve room assignment challenges and ensure accurate room allocations.
• Administer and audit the FPG room upsell program in collaboration with the Rooms Coordinator.
• Monitor and validate the CRM report and Guest Request/Comment report to ensure appropriate follow-up.
• Assist with daily Direct Billing activities and resolve outstanding billing concerns.
• Perform and validate daily high-balance procedures to ensure accuracy and compliance with hotel policies.

Administrative & Operational Support

• Ensure proper completion of daily financial and operational procedures.
• Assist with the review and follow-up of pending guest requests, billing issues, and operational discrepancies.
• Support the Front Office Manager and Director of Front Office with daily responsibilities as required.
• Assist with partially assuming the Rooms Coordinator's responsibilities during their absence to ensure continuity of operations.
• Ensure compliance with Hilton brand standards, departmental procedures, and company policies.

Supportive Functions

• Assist with guest relocations and other guest service matters as required.
• Support the GSR team and Rooms Coordinator with daily operational responsibilities.
• Provide additional support to Front Office management as needed.
• Attend and complete all assigned trainings through Hilton Lobby.
• Stay informed by regularly reviewing the weekly NOW communications in Hilton Lobby.
• Read, understand, and comply with the company's Team Member Handbook, policies, and procedures.
• Perform other duties and responsibilities as assigned by management or required by operational needs.

Direct Reports

• Guest Services Representatives (GSRs)
• Education: High School Diploma or GED equivalent.
• License/Certification: Aruba Certification Program.
• Years of Related Experience: 3–5 years.
• Technical Skills: Proficiency in Microsoft Word, Excel, and OnQ.
• Languages: Proficiency in English, Dutch, Spanish, and Papiamento.

Additional Requirements

• Strong leadership, organizational, and problem-solving skills.
• Excellent guest service and conflict-resolution abilities.
• Ability to make sound decisions and exercise discretion when handling guest and operational matters.
• Strong attention to detail, particularly regarding room assignments, billing, and financial procedures.
• Ability to manage multiple priorities and remain composed under pressure.
• Flexibility to work rotating shifts, weekends, and holidays as required.
• Ability to work collaboratively with other departments to achieve operational goals.