Supervisor Front Office

Description

Position Overview

Hotel Californian is a premier luxury destination where elevated service, authentic hospitality, and attention to detail define the guest experience. The Front Desk Supervisor is a key leader responsible for overseeing daily front desk operations, ensuring seamless guest arrivals and departures, and delivering a highly personalized service experience reflective of a Forbes-level standard.

This role serves as both an operational leader and cultural ambassador—guiding the front desk team, resolving guest concerns with sophistication, and ensuring the property’s brand standards are executed flawlessly at every touchpoint.

Key Responsibilities

Guest Experience & Service Excellence

• Lead and model exceptional guest service, ensuring every interaction reflects warmth, professionalism, and anticipatory service 
• Personally oversee VIP arrivals, special requests, and guest recovery situations with discretion and urgency 
• Resolve guest concerns and  service challenges in real time, ensuring positive outcomes and guest satisfaction 
• Maintain an elevated lobby presence, engaging with guests and setting the tone for the arrival experience 

Front Office Operations

• Supervise daily front desk operations, including check-in/check-out, room assignments, billing accuracy, and guest communications 
• Ensure adherence to brand standards, service protocols, and operational procedures 
• Monitor room inventory, availability, and coordination with Housekeeping and Revenue teams 
• Oversee cash handling, audit procedures, and shift balancing 

Team Leadership & Development

• Supervise, coach, and support Front Desk Agents to deliver consistent luxury service 
• Provide real-time feedback, training, and performance guidance aligned with FHG standards 
• Assist in scheduling, shift coverage, and staffing needs to meet operational demands 
• Foster a collaborative, inclusive, and high-performance team environment 

Operational Excellence & Communication

• Serve as Manager on Duty (MOD) as assigned, acting as the primary escalation point for operational issues      
• Communicate effectively with Housekeeping, Engineering, Security, and F&B to ensure seamless guest experiences 
• Maintain detailed shift logs and ensure smooth handoffs between shifts 
• Support special events, group arrivals, and high-volume periods with precision and organization 

Compliance & Standards

• Ensure compliance with company policies, safety protocols, and California labor standards 
• Maintain confidentiality of guest and company information 
• Uphold all cash handling, PCI compliance, and data security procedures 

Qualifications

• 2+ years of front desk or guest services experience in hospitality, preferably in a luxury or boutique hotel environment 
• Prior supervisory or leadership experience preferred 
• Strong problem-solving skills with the ability to remain composed under pressure 
• Excellent communication an interpersonal skill 
• Proficiency in property management systems (Opera or similar preferred) 
• Strong attention to detail and organizational skills 

Physical Requirements

• Ability to stand for extended periods 
• Ability to lift up to 25 pounds occasionally 
• Ability to work evenings, weekends, and holidays as required 

Schedule

• Flexible schedule including evenings, weekends, and holidays 
• Supervisory shifts may include opening, mid, or closing rotations 

Other Duties

This job description is not intended to be all-inclusive. The Front Desk Supervisor may be required to perform additional duties as needed to support the success of the hotel.