Overview

The Front Office Supervisor is responsible for leading the daily operations of the Front Desk, ensuring exceptional guest experiences while maintaining the highest standards of luxury hospitality. This leader serves as a role model for the team, providing hands-on supervision, coaching, and operational support to deliver seamless service and maximize guest satisfaction.

What You’ll Be Doing

May include, but not limited to:

• Lead and supervise daily Front Desk operations, ensuring compliance with hotel standards, policies, and procedures.

•  Deliver exceptional guest service by resolving concerns promptly, professionally, and with sound judgment.

• Foster a welcoming, polished, and professional environment while maintaining a strong leadership presence at the Front Desk.

• Train, mentor, coach, and evaluate Front Desk Associates to ensure consistent service excellence and professional development.

•  Review and give input on team schedules based on business demands, staffing levels, and approved PTO requests.

• Maximize occupancy and revenue through effective reservation management and upselling techniques.

• Assign guest rooms while accommodating preferences, VIP arrivals, and special requests whenever possible.

• Accurately process reservations, guest inquiries, billing instructions, and cash transactions in accordance with hotel policies.

• Collaborate closely with Housekeeping, Reservations, Engineering, Food & Beverage, Sales, and other departments to ensure seamless guest experiences.

• Maintain awareness of hotel events, group arrivals, and daily operational priorities to effectively support guests and staff.

• Ensure compliance with all safety, security, and guest verification procedures, reporting suspicious activity as required.

• Support hotel-wide operations during peak periods and participate in departmental meetings, committees, and special projects.

• Lead by example by consistently demonstrating professionalism, accountability, and adherence to company policies, brand standards, and exceptional guest service.

• Coach, mentor, and hold team members accountable through ongoing performance feedback, documentation, and corrective action while ensuring fairness, consistency, and confidentiality.

• Maintain accurate documentation of employee performance, attendance, guest incidents, and operational concerns in accordance with company policies and procedures.

• Foster a positive, high-performing team culture by recognizing excellence, addressing performance issues promptly, and partnering with management and Human Resources when appropriate.

• Perform additional duties as assigned to support operational excellence.

What You Need for this Position

• Previous Front Office leadership or supervisory experience, preferably in a luxury or full-service hotel.

• Exceptional guest service, communication, and conflict resolution skills.

• Strong leadership, organizational, and team development abilities.

• Professional appearance and demeanor with a commitment to delivering luxury-level hospitality. 

• Must possess a valid driver's license and have reliable personal transportation.

• Must be available to work a minimum of 40 hours per week.

• Must be available to work a flexible schedule, including days, evenings, weekends, and holidays.

• Must be able to stand and walk for extended periods up to 8 hours or more and perform duties in a fast-paced hospitality environment.

• Able to stoop, bend, lift up to 40 pounds from time to time

• Able to handle responsibilities that require repetitive motion tasks

What’s in it for You

• Medical/Dental/Vision  (Full-Time option)

• 401K with 100% match up to 3% (Full-Time option)

• Parental Leave Program (Full-Time Option)

• Robust Employee Assistance Program providing a wide range of services including up to 7 free counseling sessions per year

• Health and Wellness reimbursement up to $600 annually for items like massages, gym memberships, running shoes etc.

• Shift meal provided per day

• 10%