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Front Office Supervisor
Company : Highgate
Location : Burke, VA, 22009
Job Type : Full Time / Part Time
Date Posted : 15 January 2026
Compensation Type
HourlyHighgate Hotels
Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.
With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.
With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com
Location
The Westin Arlington Gateway is perfectly located two blocks from the Ballston Metro Station, offering guests the convenience of reaching the nation’s Capital in just minutes. See historic monuments and museums, shop trendy Georgetown, slip in a round of golf after your meetings, or enjoy a day in DuPont Circle just a metro ride away. The hotel features 338 modern guestrooms (including 14 suites) with modern amenities.
Overview
The Front Office Supervisor is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Responsibilities
- Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner. Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
Qualifications
- College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience required.
- Customer Services experience preferred.
- Flexible and long hours sometimes required.
- Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Ability to stand during entire shift.
- Maintain a warm and friendly demeanor at all times. Supervise all team members in their respective roles at the Front Office.
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
- Attend all hotel required meetings and trainings.
- Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
- Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
- Must be able to cross-train in other hotel related areas.
- Must be able to maintain confidentiality of information.
- Must be able to show initiative, including anticipating guest or operational needs.
- Perform other duties as requested by management.
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Frequently asked questions
A successful Front Office Supervisor must combine strong leadership with exceptional customer service, multitasking capabilities, and thorough knowledge of hospitality systems. At Highgate's Westin Arlington Gateway, being adept in communication, emergency protocols, and revenue maximization through room sales is essential for managing daily operations smoothly.
In Burke, VA, Front Office Supervisors often balance personalized guest interactions with operational efficiency in a suburban setting. Unlike larger cities, there's a focus on community engagement and tailored service, while still handling diverse guest needs due to proximity to Washington D.C., making adaptability and local knowledge critical.
While no mandatory certifications exist, training in hospitality management, customer service excellence, and front desk software is highly regarded. Additionally, knowledge of local tourism dynamics and emergency response procedures enhances a Front Office Supervisor's effectiveness within Highgate’s Virginia properties.
Front Office Supervisors in Burke, VA, typically earn between $18 and $25 hourly, depending on experience and hotel standards. Highgate’s competitive wage aligns with industry norms, often including benefits and opportunities for performance-based bonuses reflecting leadership and guest satisfaction.
Highgate fosters innovation and guest-centric service, pushing Front Office Supervisors to excel in operational leadership and promote tailored guest experiences. Employees benefit from a collaborative environment that encourages growth, cross-training, and implementing forward-thinking hospitality solutions.
Front Office Supervisors at Highgate often advance to roles like Front Office Manager or Director of Front Office, benefiting from structured leadership training and exposure to diverse hotel operations. Opportunities also exist in revenue management or corporate hospitality roles within Highgate’s expansive portfolio.
The hiring market is moderately competitive; many candidates with hospitality backgrounds vie for supervisory roles due to the area's high tourism and business travel. Employers like Highgate seek supervisors with strong multitasking and leadership abilities to stand out in this vibrant local job scene.
Commuters benefit from proximity to the Ballston Metro station, offering quick access to D.C. Additionally, local bus routes and carpooling are viable. Planning around peak traffic times is advisable, as the suburban-to-urban commute can be affected by congestion during mornings and evenings.
Daily tasks require balancing staff supervision, guest service excellence, and operational checks amid fluctuating occupancy and event schedules. Highgate’s focus on digital tools means supervisors often troubleshoot tech issues while maintaining smooth front desk flow, ensuring team performance under pressure.
Highgate values proactive leadership, digital savvy, and a commitment to personalized guest experiences. Supervisors here not only manage front desk operations but also contribute to revenue strategies and uphold brand standards, creating a dynamic and growth-oriented role within a global hospitality leader.