Front Desk Supervisor (P.M. Shift)

MacARTHUR Place • Sonoma, CA

12d • Onsite

About The Position

MacArthur Place is seeking a Front Desk Supervisor to support our Front Office team during the evening shift. This hands-on role provides shift-level support to front desk associates while delivering exceptional guest service and assisting with daily front office operations. Working closely with the Front Office Manager, the Front Desk Supervisor helps ensure smooth arrivals and departures, effective communication, adherence to service standards, and a welcoming luxury guest experience.

Requirements

• Previous hotel front desk or guest service experience required.
• Knowledge of front office operations and guest-facing hospitality standards.
• Strong communication, organization, and problem-solving skills.
• Ability to remain calm, professional, and solution-oriented in a fast-paced environment.
• Ability to follow procedures and provide support to team members.
• Ability to work evenings, weekends, holidays, and varying schedules as needed.
• Ability to obtain or maintain required certifications, including Food Safety and Responsible Beverage Service (RBS), if applicable.
• Ability to stand and walk for extended periods while performing Front Office responsibilities.
• Ability to lift, push, pull, and carry up to 40 pounds as needed.
• Ability to work indoors and outdoors in varying conditions.
• Ability to navigate guest areas and operational spaces while supporting guest needs.
• Ability to work flexible schedules, including evenings, weekends, holidays, extended shifts, and peak business periods.

Nice To Haves

• Previous lead or supervisory experience preferred.
• Experience with hotel property management systems preferred.

Responsibilities

• Provide shift-level guidance and operational support to front desk associates during assigned shifts.
• Assist with guest arrivals, departures, room assignments, reservations, billing questions, and account concerns.
• Monitor arrivals, departures, VIP guests, special requests, occupancy information, and room status updates.
• Review shift notes and communicate operational priorities, service expectations, and important guest information.
• Follow established front desk procedures, hotel standards, and brand guidelines.
• Deliver Forbes-level guest service and assist with guest requests, concerns, and service recovery opportunities.
• Maintain a professional and welcoming presence in the lobby and front desk area.
• Escalate complex guest concerns or operational issues to management.
• Support front desk associates with procedures, service standards, and daily operational needs.
• Assist new associates with training support and understanding front desk processes.
• Answer routine operational questions and provide assistance during busy periods.
• Communicate observations and operational concerns to the Front Office Manager.
• Promote teamwork, communication, and a positive work environment.
• Assist with break coverage and shift organization as needed.
• Provide support to other guest service areas as needed to create a seamless guest experience.
• Follow established cash handling and front desk accounting procedures.
• Assist with cashier balancing, shift audits, and required documentation.
• Review guest folios and assist with billing discrepancies.
• Process approved payments, adjustments, refunds, and deposits according to hotel procedures.
• Maintain confidentiality of guest information and hotel records.
• Complete required shift reports and maintain accurate guest and operational records.
• Follow established rate, upgrade, and inventory procedures while assisting guests with room options.
• Assist the Front Office Manager with daily operational needs, training support, and implementation of established procedures.
• Complete pre- and post-shift duties as assigned.
• Communicate with Housekeeping, Engineering, Security, and other departments regarding guest needs and operational updates.
• Provide accurate shift notes and escalate safety concerns, incidents, or service issues appropriately.
• Monitor lobby presentation, front office equipment, supplies, and operational readiness.
• Support lost-and-found procedures and maintain a safe environment for guests and employees.
• Follow all hotel policies, procedures, safety requirements, reporting standards, and service expectations.
• Utilize Property Management Systems (Maestro, Opera, or similar), reservation platforms, and POS systems.
• Maintain accurate guest profiles, reservations, and operational records.
• Utilize Microsoft Office applications (Outlook, Word, Excel, Teams) for assigned reporting and communication.
• Use front office systems and reports to support daily operations.
• Report system issues and coordinate support requests as needed.
• Adapt to new technologies that enhance operational efficiency and guest service.
• Remain flexible to support hotel operations, business needs, special events, and changing priorities, including evenings, weekends, holidays, and extended hours as required.

Benefits

• Farm-to-table dining
• Curated wine tastings
• Tranquil spa
• Outdoor heated pool
• State-of-the-art fitness center

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed