Front Office Supervisor

About the role

Hilton Princess & Beach Club, Bermuda's only luxury urban resort, is hiring a Front Office Supervisor. Reporting to the Guest Service Manager, the supervisor oversees 24-hour shift operations of the Front Desk and Guest Services and acts as manager on duty when necessary, ensuring policies, procedures and service standards are followed.

Key responsibilities

• Provide professional, proactive guest service and support colleagues
• Hold pre-shift briefings, review daily arrivals and coordinate with Bell/Doorperson and Housekeeping
• Maintain guest and owner profiles in the ACDC platform and monitor KIPSU, Royal Service and Trust You platforms
• Handle guest and owner feedback surveys and reviews, and follow emergency protocols and PCI compliance
• Keep the department running smoothly in the Manager's absence, including scheduling, breaks and departmental reports
• Train and develop Front Office colleagues and assist in performance appraisals
• Order and track front office supplies, and take part in hotel committees

Required profile

• Bachelor's degree or diploma in Hotel Management
• At least 2 years of progressive front desk experience and 1 year of supervisory experience in a luxury hotel
• Front desk/concierge experience required
• Ability to work shifts, weekends and public holidays

Required skills

• Sound knowledge of Opera property management systems; Opera Cloud preferred
• Computer literacy with Microsoft Windows applications
• Outstanding guest service, verbal and written communication, and problem-solving skills