Front Office - Front Office Supervisor
Pacific Hospitality Group
Office
Napa, CA, 94558, USA
Full Time
Job Title: Front Office Supervisor
Position Summary:
The Front Office Supervisor supports the Front Office Manager in overseeing the daily operations of the front desk, ensuring exceptional service, accuracy, professionalism, and efficiency. This role is responsible for supervising front office staff, maintaining high service standards, and assisting with administrative tasks including reporting and cash handling. The ideal candidate leads by example, fosters teamwork, and helps drive a positive guest experience.
Hourly Rate: $25 - $30
Primary Responsibilities
1. Team Supervision & Leadership
◦ Provides day-to-day direction and guidance to Front Office team members, including those in Guest Services, Room Inventory, PBX/Communications, and Bell Services.
◦ Assists with assigning tasks, managing workloads, and monitoring staff performance.
◦ Delivers on-the-job training, coaching, and performance feedback; may contribute to evaluations and disciplinary discussions.
◦ Acts as a subject-matter expert and role model for service excellence.
◦ May be responsible for tracking employee time and attendance.
2. Guest Services Oversight
◦ Ensures team members consistently follow check-in/check-out procedures and deliver accurate billing and reservation services.
◦ Oversees that all front desk agents review daily arrivals and have current knowledge of hotel offerings and local area events.
◦ Assists with complex guest inquiries, billing issues, or service recovery efforts.
3. Operational Excellence
◦ Ensures team compliance with hotel policies and standard operating procedures.
◦ Confirms all areas of front office operations are clean, organized, and operating efficiently.
◦ Coordinates with other departments (e.g., Housekeeping, Maintenance, Security) to meet guest needs and resolve issues.
4. Guest Relations & Problem Solving
◦ Resolves guest concerns and complaints promptly and professionally within the scope of authority; escalates issues when necessary.
◦ Handles challenging guest interactions with tact, patience, and professionalism.
◦ Keeps management informed of guest feedback, safety concerns, or unusual situations.
5. Safety & Compliance
◦ Adheres to and enforces hotel safety protocols, including PPE and OSHA standards.
◦ Reports any safety hazards, broken equipment, or hazardous materials to management.
◦ Maintains compliance with the hotel’s Hazardous Materials (HAZMAT) program and reviews applicable MSDS.
6. Attendance & Punctuality
◦ Reliable, regular, and on-time attendance is a critical requirement of this position.
Additional Responsibilities
• Assists with front desk operations during peak hours, staff shortages, or emergencies.
• Participates in training sessions and department meetings to improve job knowledge and service skills.
• Runs operational and performance reports to monitor occupancy, guest satisfaction, revenue, and market trends.
• Responds to emergencies and supports operations as needed.
• Reports maintenance issues, unsafe conditions, and guest incidents to management.
Qualifications
• High school diploma or GED required; additional hospitality education preferred.
• Minimum of two years’ experience in a front office or guest services role, with at least one year in a leadership or supervisory position.
• Strong leadership skills with the ability to train, mentor, and motivate team members.
• Excellent customer service and communication skills with the ability to work with diverse guests and handle sensitive situations.
• Basic math skills required for handling payments, billing, and reporting.
• Proficient with computers and hotel management systems; ability to learn and use accounting and reservation software.
• Strong problem-solving abilities, attention to detail, and ability to stay calm under pressure.
• Must be able to speak, read, write, and understand English fluently.
• Able to work independently as well as part of a team.
• Flexible schedule availability, including weekends, holidays, and alternate shifts.
• Must maintain a clean, professional appearance at all times.
Physical & Environmental Requirements
• Frequently stands or walks for extended periods.
• Regular use of hands and fingers for typing and operating office equipment.
• Occasionally bends, stoops, kneels, or crouches.
• Regularly talks and listens when communicating with guests and staff.
• Occasionally lifts up to 25 pounds (e.g., luggage or office supplies).
• Requires close visual acuity for reading screens, documents, and guest information.
• Works indoors with moderate noise levels; occasional exposure to perfumes, odors, or dust.
• May be exposed to hazards such as electrical equipment and moving mechanical parts.
Position Summary:
The Front Office Supervisor supports the Front Office Manager in overseeing the daily operations of the front desk, ensuring exceptional service, accuracy, professionalism, and efficiency. This role is responsible for supervising front office staff, maintaining high service standards, and assisting with administrative tasks including reporting and cash handling. The ideal candidate leads by example, fosters teamwork, and helps drive a positive guest experience.
Hourly Rate: $25 - $30
Primary Responsibilities
1. Team Supervision & Leadership
◦ Provides day-to-day direction and guidance to Front Office team members, including those in Guest Services, Room Inventory, PBX/Communications, and Bell Services.
◦ Assists with assigning tasks, managing workloads, and monitoring staff performance.
◦ Delivers on-the-job training, coaching, and performance feedback; may contribute to evaluations and disciplinary discussions.
◦ Acts as a subject-matter expert and role model for service excellence.
◦ May be responsible for tracking employee time and attendance.
2. Guest Services Oversight
◦ Ensures team members consistently follow check-in/check-out procedures and deliver accurate billing and reservation services.
◦ Oversees that all front desk agents review daily arrivals and have current knowledge of hotel offerings and local area events.
◦ Assists with complex guest inquiries, billing issues, or service recovery efforts.
3. Operational Excellence
◦ Ensures team compliance with hotel policies and standard operating procedures.
◦ Confirms all areas of front office operations are clean, organized, and operating efficiently.
◦ Coordinates with other departments (e.g., Housekeeping, Maintenance, Security) to meet guest needs and resolve issues.
4. Guest Relations & Problem Solving
◦ Resolves guest concerns and complaints promptly and professionally within the scope of authority; escalates issues when necessary.
◦ Handles challenging guest interactions with tact, patience, and professionalism.
◦ Keeps management informed of guest feedback, safety concerns, or unusual situations.
5. Safety & Compliance
◦ Adheres to and enforces hotel safety protocols, including PPE and OSHA standards.
◦ Reports any safety hazards, broken equipment, or hazardous materials to management.
◦ Maintains compliance with the hotel’s Hazardous Materials (HAZMAT) program and reviews applicable MSDS.
6. Attendance & Punctuality
◦ Reliable, regular, and on-time attendance is a critical requirement of this position.
Additional Responsibilities
• Assists with front desk operations during peak hours, staff shortages, or emergencies.
• Participates in training sessions and department meetings to improve job knowledge and service skills.
• Runs operational and performance reports to monitor occupancy, guest satisfaction, revenue, and market trends.
• Responds to emergencies and supports operations as needed.
• Reports maintenance issues, unsafe conditions, and guest incidents to management.
Qualifications
• High school diploma or GED required; additional hospitality education preferred.
• Minimum of two years’ experience in a front office or guest services role, with at least one year in a leadership or supervisory position.
• Strong leadership skills with the ability to train, mentor, and motivate team members.
• Excellent customer service and communication skills with the ability to work with diverse guests and handle sensitive situations.
• Basic math skills required for handling payments, billing, and reporting.
• Proficient with computers and hotel management systems; ability to learn and use accounting and reservation software.
• Strong problem-solving abilities, attention to detail, and ability to stay calm under pressure.
• Must be able to speak, read, write, and understand English fluently.
• Able to work independently as well as part of a team.
• Flexible schedule availability, including weekends, holidays, and alternate shifts.
• Must maintain a clean, professional appearance at all times.
Physical & Environmental Requirements
• Frequently stands or walks for extended periods.
• Regular use of hands and fingers for typing and operating office equipment.
• Occasionally bends, stoops, kneels, or crouches.
• Regularly talks and listens when communicating with guests and staff.
• Occasionally lifts up to 25 pounds (e.g., luggage or office supplies).
• Requires close visual acuity for reading screens, documents, and guest information.
• Works indoors with moderate noise levels; occasional exposure to perfumes, odors, or dust.
• May be exposed to hazards such as electrical equipment and moving mechanical parts.
Front Office - Front Office Supervisor
Office
Napa, CA, 94558, USA
Full Time
August 18, 2025