Supervisor Front Office

Job Description

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.Requirements:

Full-time