FRONT DESK SUPERVISOR- HOTEL/ROOMS DEPARTMENT

Twenty Four Seven Hotels•Calabasas, CA

10d•$20 - $22•Onsite

About The Position

The Front Office Supervisor is a hospitality-driven leader who is passionate about creating exceptional guest experiences and building positive relationships with both guests and team members. This role is responsible for supporting the daily operations of the Front Office while serving as a visible leader throughout the hotel. The ideal candidate thrives in a fast-paced environment, remains calm under pressure, enjoys solving complex guest concerns, and leads by example through professionalism, accountability, and service excellence. This position requires a strong balance of operational leadership, administrative organization, guest engagement, and team coaching. The Front Office Supervisor will assist the Front Office Manager with training, scheduling, guest recovery, and departmental communication while ensuring the highest level of service is consistently delivered.

Requirements

Minimum 1-2 years of hotel Front Office supervisory or leadership experience.
Exceptional guest service and guest recovery skills.
Strong problem-solving and conflict-resolution abilities.
Ability to remain calm and professional in high-pressure situations.
Strong organizational and multitasking skills.
Excellent verbal and written communication skills.
Strong computer proficiency, including Microsoft Office 365.
Ability to work flexible schedules including weekends, evenings, and holidays.

Nice To Haves

Experience with Quore, Choice Advantage, OTA Extranets, Medallia, and hotel operating systems.
Previous experience participating in MOD programs.
Experience with scheduling, labor management, and team coaching.
Hospitality, hotel management, or related education preferred.

Responsibilities

Deliver exceptional hospitality and create memorable guest experiences.
Serve as the primary point of contact for guest concerns, complaints, and escalated situations.
Resolve complex guest issues with professionalism, empathy, and urgency.
Maintain guest confidence through prompt, courteous, and effective communication.
Ensure all guests receive the highest level of service from arrival through departure.
Conduct property walks and proactively identify opportunities to improve the guest experience.
Support the daily operation of the Front Office and collaborate with Housekeeping, Engineering, and Food & Beverage to ensure seamless hotel operations.
Assist with check-ins, check-outs, reservations, room assignments, and guest requests during peak periods.
Ensure compliance with all hotel policies, procedures, and brand standards.
Participate in the Manager on Duty (MOD) program and respond to operational needs as required.
Monitor and follow up on guest requests, maintenance issues, and service recovery opportunities through Quore and other hotel systems.
Lead by example through professionalism, positivity, accountability, and service excellence.
Coach and support Front Desk Agents to achieve high levels of performance and guest satisfaction.
Assist with onboarding and training new associates.
Provide real-time feedback and recognition to team members.
Foster a culture of teamwork, communication, and continuous improvement.
Support progressive discipline and performance management processes when necessary.
Assist with gift shop inventory and ordering.
Monitor labor productivity and assist in controlling labor costs.
Complete administrative duties accurately and timely.
Prepare reports, presentations, meeting notes, and operational documentation.
Maintain organized records and ensure operational follow-up items are completed.
Utilize hotel systems and technology to drive operational efficiency.
Demonstrate proficiency in Microsoft 365, including: Outlook, Word, Excel, PowerPoint, Teams.
Use Quore and other hotel systems to manage guest requests, service recovery, and departmental communication.
Learn and utilize additional hotel technology platforms as required.