posted September 15, 2025
How to Apply
Job Title
Front Desk Supervisor
Job Description
ABOUT US
Westmont Hospitality Group is built on the foundation of genuine hospitality, which seeks to create extraordinary guest and team member satisfaction. Westmont's success is achieved through our engaged team members delivering warm, friendly, personalized, and professional service. Our vision of continue the growth of the organization via a platform of superior people, products, services, and results.
This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.
We use email to reach potential candidates who have applied for positions with us. Be sure to check your inbox and or junk email folder for emails from us. We also use the telephone. If you have voice mail that’s not set up, please do so to ensure that we can leave a message for you.
JOB SUMMARY
Provides guidance and leadership as the Front Desk Supervisor ensuring consistent quality customer service is delivered.
ESSENTIAL JOB FUNCTIONS
Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks in details of work. Observe performance and encourage improvement.
Greets guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
Promptly complete the registration process by inputting and retrieving information from a computer system, and confirming pertinent information including the number of guests and room rates. Make an appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, and coupons as appropriate. Close out guest accounts at the time of checkout. In the event of dissatisfaction, negotiate a compromise, which may include authorizing revenue allowance. Requires standing and continual mobility throughout the front office area.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash; make changes and balance as assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
Promptly answer the telephone using a positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested.
Remain calm and alert especially during emergencies and/or heavy hotel activity, serving as a role model for clerks and the other employees. Resolve customer complications and complaints by conducting thorough research on the situation and the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Maintain an adequate inventory of supplies. Prepare appropriate purchase orders promptly to ensure proper par levels.
Manage Third Party Internet billing and arrivals. Prepare group arrivals. Prepare pre-arrival packets as requested/required. Anticipate the flow of arrivals and take necessary steps to ensure smooth check-in/out.
Train new agents in daily duties including cash handling procedures, use of CRM Toolbox, and organization of hotel. Ensure compliance with all brand standards. Coordinate and track the successful completion of training on the PMS system.
Monitor and track the time and attendance of associates. Reinforce attendance policy with staff; recommend progressive discipline procedures for associates who are not in compliance with the standard.
Take actions to ensure high Associate Satisfaction scores as measured by the Associate Opinion Survey. Work with other supervisory and management staff to address all areas to ensure a consistent quality work environment.
Be familiar with and able to perform duties on all shifts, including Night Audit and PBX.
Turns in all lost and found items and all guest room keys.
Adheres to all company policies and procedures.
Follows safety and security procedures and rules.
Knows department fire prevention and emergency procedures.
Utilizes protective equipment.
Reports unsafe conditions to management.
Reports accidents, injuries, near-misses, property damage, or management loss.
Provides for a safe work environment by following all safety and security procedures and rules.
All team members must maintain a neat, clean, and well-groomed appearance. (Specific standards outlined in team member handbook).
Assists other Front Desk Personnel when needed.
Perform any related duties as requested by management.
KNOWLEDGE, SKILLS & ABILITIES
Any combination of education and experience equivalent and graduation from high school or any other combination of education, training, or experience that provides the required knowledge skills, and abilities. High school diploma preferred.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
Two years combined prior front desk and supervisor experience. Hilton Brand experience is highly preferred
Considerable skill in the use of a calculator and preparing moderately complex mathematical calculations without error.
Ability to read, listen, and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergencies.
PHYSICAL DEMANDS
Ability to stand and move throughout the front office and continuously perform essential job functions.
Standing 95% of the shift
Lifting to 25 pounds maximum.
Occasional twisting, bending, stooping, reaching, standing, walking.
Frequent talking, hearing, seeing, and smiling.
EOE/AA/M/F/Vet Disabilities
NOTE: This hotel is owned and operated by an independent franchisee. The franchisee controls all aspects
of the hotel’s employment practices, including the collection and processing of the personal data that you provide
on this website, hiring, salaries and benefits. If you accept a position at this hotel you will be employed by a
franchisee and not by Hilton.
How to Apply
Embassy Suites by Hilton Tampa Airport Westshore
All Suite
At A Glance
Our Newly Renovated 269 room hotel is located in the heart of the Westshore business district with great shopping in Tampa Bay. We offer a Complimentary Full Breakfast Buffet and Complimentary Evening Reception each day.
Our hotel is only minutes from Tampa International Airport and downtown Tampa, FL. Whether visitors are in town to explore Busch Gardens®, soak up the sun at the beach, cheer on their favorite NFL or NHL team, or connect with the sea at the Florida Aquarium, our location is in perfect proximity to all things entertaining in Tampa Bay.
We have 10,000 sq. ft. of flexible meeting space with a brand new 2,152 sq ft 14’ ceiling event space with windows overlooking our pool.
However guests choose to spend their time, it is always enjoyable at Embassy Suites by Hilton Tampa Airport Westshore.
