Front Desk Supervisor

Sun Hill Properties Inc.• Los Angeles, CA, US, CA

13d•$0 - $27•Onsite

About The Position

The Front Desk Supervisor is responsible for overseeing the daily operations of the Front Office to ensure exceptional guest service, operational efficiency, and compliance with brand standards. This leadership role supervises Front Desk, PBX, Guest Service, Bell Services, and other front office personnel while serving as the primary point of contact for guest concerns, operational issues, and interdepartmental communication. This role leads by example in delivering outstanding hospitality, fostering team engagement, maximizing guest satisfaction scores, and supporting hotel revenue goals in a fast-paced, full-service environment.

Requirements

High school diploma or equivalent required
Minimum 2 years of hotel supervisory experience required
Minimum of two (2) years of hotel experience required
Demonstrated experience in guest relations, service recovery, cash handling, and Front Office operations
Ability to deliver a high level of guest service while representing the hotel with professionalism, courtesy, and discretion
Strong leadership capabilities with the ability to guide, support, and develop Front Office team members
Excellent communication skills with the ability to interact effectively with guests, colleagues, and leadership
Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced environment
Ability to evaluate situations, exercise sound judgment, and implement appropriate solutions in a timely manner
Skilled in handling guest concerns and service recovery opportunities with diplomacy and a solutions-oriented approach
Proficiency in property management systems, Microsoft Office applications, and other technology platforms used in hotel operations
Comprehensive understanding of Front Office procedures, hotel policies, payment card security requirements, and confidentiality standards
Ability to remain composed under pressure while adapting to changing operational demands

Nice To Haves

associate’s or bachelor’s degree in Hospitality Management or a related field preferred
experience in multiple hotel departments preferred
previous supervisory or leadership experience preferred
Experience in a full-service hotel environment strongly preferred

Responsibilities

Supervise the daily operation of the Front Desk, ensuring efficient check-in, check-out, reservations, room assignments, and guest services
Lead by example in providing exceptional hospitality and personalized service to all guests while resolving concerns promptly and professionally
Supervise, coach, train, and motivate Front Desk team members, providing ongoing support, guidance, and performance feedback
Ensure compliance with brand standards, hotel policies, standard operating procedures, and guest service expectations
Coordinate with Housekeeping, Engineering, Security, Sales, Food & Beverage, and other departments to ensure efficient hotel operations and guest satisfaction
Monitor room inventory, occupancy levels, room status, and special requests to maximize operational efficiency and revenue opportunities
Handle VIP arrivals, member recognition, guest requests, service recovery, room moves, upgrades, and billing adjustments within established authority
Assist with scheduling, shift coverage, payroll verification, daily reports, cash handling, audits, and other administrative responsibilities as assigned
Support the Front Office management by maintaining productivity, quality standards, and a positive team culture while serving as Manager on Duty when designated
Maintain compliance with all hotel safety and security procedures, emergency response protocols, payment card standards, and policies regarding the protection of guest, employee, and company confidential information
Promote teamwork, professionalism, and accountability while fostering a guest-focused culture throughout the department
Perform other duties as assigned by Management