Front Office Supervisor

REPORTS TO:              Front Office Manager

STATUS:                         Non-Exempt

JOB SUMMARY:  The front office supervisor is responsible for maintaining, upholding, and enforcing company standards in order to contribute to the guest experience. The supervisor will complete a daily shift checklist to be submitted to the Front Office Manager daily. The supervisor is expected to develop creative ideas to better improve guest experience, recognize areas for improvement and make it happen.

Physical Requirements:

• Standing/Walking: Constantly. Inside on tile or carpet
• Crouching (Bend at knees): Frequently. When completing shift tasks
• Stooping (Bend at waist): Moderately. When completing shift tasks
• Twisting (knees, waist, neck): Constantly. Watching for incoming guests
• Reaching (overhead/extension): Occasionally.
• Handling/Grasping: Constantly. Handling telephones, papers, IDs, credit cards
• Pushing/Pulling: Occasionally.
• Lifting/Carrying: Occasionally.

Working Environment:

· Interior of hotel in all areas of hotel. Exposure to hot and cold temperatures

DUTIES & FUNCTIONS:

• Supervise daily Front Office operations, ensuring service standards, efficiency, and professionalism are consistently met.
• Lead by example in guest engagement—greet, assist, and anticipate guest needs to deliver a high-quality experience.
• Resolve guest and associate concerns promptly and professionally, ensuring effective service recovery.
• Support and motivate team members through ongoing training, coaching, and accountability.
• Ensure compliance with company standards, policies, and safety regulations.
• Maintain a clean, organized, and welcoming Front Desk environment.
• Monitor daily operations through reports, checklists, and system updates to ensure readiness for arrivals and departures.
• Coordinate with other departments to fulfill guest needs and ensure seamless service.
• Maintain knowledge of hotel services, local attractions, and concierge offerings to assist guests effectively.
• Handle cashiering functions, ensuring accuracy and adherence to cash-handling procedures.
• Track guest requests and operational issues using appropriate systems and follow through to resolution.
• Assist with administrative duties, including reports, audits, and special projects.
• Act as Manager on Duty (MOD) as needed, including responding to emergency situations in accordance with company guidelines.
• Maintain hotel assets and support cost control efforts.
• Always ensure adherence to company core service standards.
• Lead pre-shift briefings to communicate daily priorities, VIP arrivals, and service expectations.
• Monitor lobby presence and guest flow to ensure proactive service (no “behind-the-desk” culture).
• Partner with Housekeeping to prioritize room readiness and manage guest expectations.
• Review guest feedback and identify opportunities for service improvement.
• Ensure strong communication during shift transitions, especially with Night Audit.

ESSENTIAL SKILLS AND QUALIFICATIONS:

Excellent customer service skills

Hospitality experience preferred

Strong English communication and organizational skills

Must be available to work mornings, nights, weekends, and holidays

BENEFITS:

Medical, Dental, Life insurance

Paid Time Off

Paid Community Service Days

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Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

CANDIDATE PROFILE

Education and Experience